Sr. Director, Customer Experience and Strategic Execution

Henry Schein One•American Fork, UT

2d•$172,000 - $215,000•Remote

About The Position

The Sr. Director leads Henry Schein One’s newly established Customer Experience & Strategic Execution organization, bringing together executive escalation management, customer journey and HyperCare programs, enterprise program management, and Six Sigma-driven root-cause elimination. The role aligns Product, Technology, Support, Customer Onboarding, Customer Success, Sales, and Finance to improve customer retention, onboarding outcomes, service quality, and execution of strategic initiatives. Reporting to the Vice President, Operations, the Sr. Director leads approximately 20 team members and designs, implements, and institutionalizes mechanisms that deliver lasting business impact. The position owns key business processes and is responsible for strategic planning, performance management, budgeting, and workforce planning, with substantial autonomy and accountability for strategic financial and operational objectives. The role may include interaction with the Board of Directors. The position is remote within the United States, with travel of up to 25% as needed. It involves working in a remote environment or office using typical office equipment, and travel for client meetings, industry conferences, and prospect site visits as needed. No special physical demands are required. The posted base salary range is $172,000–$215,000, and the position is eligible for a target bonus. The company offers benefits including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, and education support. Henry Schein One is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, or other U.S. territories.

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 such as 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 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, including 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 and conflict-resolution skills, with the ability to 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, including 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 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.
Strong communication, storytelling, and presentation skills, including the ability to turn complex data into clear, compelling insights.
Experience with practice management software and services, including Henry Schein solutions.

Responsibilities

Build, lead, and develop a multi-discipline organization of approximately 20 team members, including escalation, customer journey and experience, strategic PMO, Six Sigma, and business analysis roles.
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 recurring root-cause reviews using Concern, Cause, Countermeasure, Check, and Control; ensure recurring escalations have an identified root cause and an owned countermeasure, and work with Product and Engineering on prevention mechanisms.
Own the end-to-end customer journey map and Voice of Customer program, identifying and removing friction across handoffs from sale through onboarding, go-live, and ongoing use.
Lead HyperCare for the first 120 days after go-live on Dentrix Ascend and other cloud products to accelerate adoption and time to customer value.
Define leading indicators for customer experience, uptime, delivery quality, and customer effort; partner with Data & Analytics to operationalize customer health signals and trigger earlier intervention for at-risk customers.
Direct the enterprise PMO, including 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 cadence for strategic priorities, including daily stand-ups, weekly leading-metric reviews, monthly business reviews, and executive scorecards reporting results, direction, causes, and corrective actions.
Identify, standardize, and scale AI-enabled internal processes to increase team productivity and support deflection, in partnership with Support, IT, and Data & Analytics.
Develop the function’s annual strategy, objectives, budget, and staffing plan aligned with Henry Schein One OKRs, and report progress to executive leadership 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.