Sr. Director, Customer Experience and Strategic Execution

Henry Schein One•American Fork, UT

1d•$172,000 - $215,000•Remote

About The Position

The Sr. Director, Customer Experience & Strategic Execution leads the Customer Experience & Strategic Execution organization at Henry Schein One, a newly established function that brings together executive escalation management, customer journey and HyperCare programs, enterprise program management (PMO), and Six Sigma-driven root cause elimination. This role is responsible for creating alignment across Product, Technology, Support, Customer Onboarding, Customer Success, Sales, and Finance to drive measurable improvements in customer retention, onboarding outcomes, service quality, and the successful execution of strategic initiatives. Reporting to the Vice President, Operations, the Sr. Director leads an organization of approximately 20 team members and is accountable for designing, implementing, and institutionalizing the mechanisms that deliver lasting business impact. This includes demonstrating the effectiveness of these mechanisms, embedding them into the organization, and developing the leaders responsible for sustaining and advancing them. This highly strategic role encompasses the creation and ownership of key business processes, as well as responsibility for strategic planning, performance management, budgeting, and workforce planning. The Sr. Director is expected to operate with a high degree of autonomy and is fully accountable for achieving strategic financial and operational objectives. Success in this role requires exceptional judgment, a strong sense of ownership, and an unwavering customer obsession. The ideal candidate is skilled at building credibility and trust across functions, providing thoughtful pushback when needed while strengthening relationships and driving alignment. They leverage data whenever possible and rely on sound business judgment when data is incomplete, balancing analytical rigor with practical decision-making. A strong bias for action is essential, as is the ability to move seamlessly between strategic thinking and tactical execution. This leader must be willing to roll up their sleeves, dive into operational details, remove barriers, and lead teams through complex challenges while maintaining a focus on long-term business outcomes. The role requires the ability to navigate complex and often ambiguous business situations, applying deep organizational knowledge and sound judgment to evaluate both tangible and intangible factors. Drawing on extensive leadership experience across both individual contributor and management roles, the Sr. Director will champion innovative ideas, influence organizational change, and contribute to the development of enterprise-wide methods, practices, and evaluation frameworks for programs, projects, and talent. This role may also include exposure to and interaction with the Board of Directors

Requirements

Typically 7-12+ years of progressive leadership experience in a related professional discipline.
Bachelor's degree or global equivalent in a related field.
Project management experience and/or certifications (CAPM, PMP, Project+, or equivalent).
Demonstrated AI literacy, including experience with Large Language Models (LLMs), data structures, and AI-enabled business applications.
Proven leadership experience with a track record of building high-performing teams and delivering business results.
Deep experience managing executive-level customer escalations and driving root-cause resolution.
Strong executive presence, business acumen, and emotional intelligence, with the ability to provide constructive pushback while strengthening relationships.
Experience with strategic planning, budgeting, forecasting, and resource management.
Proven success building and scaling customer-facing programs and experiences within B2B and SMB environments.
Exceptional written, verbal, presentation, and documentation skills.
Strong customer focus, conflict-resolution skills, and the ability to successfully navigate difficult conversations and high-pressure situations.
Demonstrated ability to build cross-functional partnerships, influence stakeholders, and drive alignment across diverse teams.
Advanced analytical, decision-making, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
Strong understanding of industry best practices, business processes, tools, systems, and operational procedures.
Advanced experience working with cloud-based (SaaS) and client/server technologies, including enterprise software environments.
Knowledge of regulatory compliance requirements
Advanced technical knowledge of enterprise infrastructure and applications, including networking, WANs, Citrix, virtual servers, SQL Server, hosted solutions, and third-party integrations.
Advanced proficiency with Microsoft Office, CRM platforms, SaaS applications, and related business technologies.
Professional appearance and executive-level communication and presentation skills.

Nice To Haves

Master's degree or global equivalent
Advanced level experience with project management
Great communication, storytelling, and presentation skills, including the ability to turn complex data into clear, compelling insights
Practice management software and services including Henry Schein solutions experience

Responsibilities

Build, lead and develop a multi-discipline organization of approximately 20 team members, including an Escalations Manager, a Customer Journey & Experience Manager, a Director of Strategic PMO, two Six Sigma Black Belts and a Business Analyst.
Design and own a single enterprise escalation intake, ownership and closure process for executive, strategic-account and Tier-3 escalations, including severity definitions, service levels, customer communication standards and post-incident reviews.
Serve as the senior accountable leader for critical customer escalations, including enterprise and DSO accounts; lead recovery planning and communicate directly with customer executives.
Establish and govern a recurring root-cause review (Concern, Cause, Countermeasure, Check, Control) so that every recurring escalation has an identified root cause and a countermeasure with a named owner; drive robust prevention mechanisms with Product and Engineering.
Own the end-to-end customer journey map and Voice of Customer program, identifying and removing friction at cross-team handoffs from sale through onboarding, go-live and steady-state use.
Lead the HyperCare program for the first 120 days after go-live on Dentrix Ascend and other cloud products, the period of highest churn risk, to accelerate adoption and time to customer value.
Define new leading indicators for customer experience, uptime, delivery quality and customer effort; partner with Data & Analytics to operationalize customer health signals that identify at-risk customers and trigger intervention earlier than today, ideally before the customer contacts us.
Direct the enterprise PMO responsible for portfolio governance, cross-functional dependency management and delivery of strategic programs such as data conversions, migrations, auto-provisioning and churn reduction initiatives.
Institutionalize the operating rhythm for strategic priorities, including daily stand-ups, weekly leading-metric reviews, monthly business reviews and executive scorecards, reported as result, direction, cause and corrective action.
Identify, standardize and scale AI-enabled internal processes that increase team productivity and support deflection, in partnership with Support, IT and Data & Analytics.
Develop the annual strategy, objectives, budget and staffing plan for the function, aligned with Henry Schein One OKRs, and report progress to the executive leadership team and, as needed, the Board of Directors.
Hire, coach and develop managers and senior professionals; build succession depth and a culture of ownership, data-driven decisions and continuous improvement.