Technical Support Manager

Manager of Specialty Operations Support-Remote Heartland Dental, the largest Dental Support Organization (DSO) in the United States, is seeking a Manager of Specialty Operations Support to strengthen operational excellence across our specialty services. This position is critical to ensuring seamless coordination between Specialty Operations, Field Operations, Specialty Joint Ventures, and Support Office teams that enable our Specialists and supported doctors to deliver exceptional patient care. The Manager of Specialty Operations Support will lead efforts to streamline onboarding, strengthen cross-functional collaboration, track key performance metrics, and drive consistency in processes and communication across the specialty platform. This role also oversees the rollout and ongoing optimization of the Conuity Care Coordination (formerly DirectRefer) referral platform and manages specialty partner relationships from onboarding through go-live and long-term adoption. Heartland Dental is the nation's largest dental support organization, providing non-clinical administrative support services to more than 3,000 supported doctors across 39 states and the District of Columbia in 1,900+ dental offices. Each Heartland Dental supported office is unique to the community and the patients they serve. Supported doctors are the clinical leaders of their practice, retain full clinical autonomy, and establish their own care philosophies. All Heartland Dental supported doctors are united by a common goal: delivering the highest quality dental care and patient experiences. Below is an overview of the duties and responsibilities you would take on in this role: Directly supervise and develop team members through coaching, performance management, workload prioritization, goal setting, and ongoing feedback. Lead the onboarding, integration, and ongoing operational support of specialty practices, specialists, and specialty team members. Serve as the primary owner of Conuity Care Coordination, overseeing platform implementation, adoption, optimization, and specialty partner relationships. Build strong partnerships across Specialty Operations, Field Operations, and Support Office functions to promote alignment, accountability, and operational consistency. Develop and maintain specialty reporting, dashboards, and performance metrics to identify trends, monitor adoption, and support business decisions. Coordinate specialty training, communications, and resource development to support field readiness, process compliance, and user engagement. Partner with internal stakeholders to enhance specialty systems, workflows, and technology platforms that improve operational effectiveness and user experience. Support monthly business reviews, operational initiatives, pilot programs, and process improvements across the specialty platform. Maintain specialty operational resources, playbooks, and documentation to ensure accurate and consistent execution across the organization. Represent Heartland Dental at specialty industry events, conferences, and partner engagements to support growth, awareness, and relationship development. Minimum Requirements: Bachelor's degree in Business, Healthcare Administration, or related field preferred or 35 years of experience in Heartland Dental operations, medical, or healthcare operations, preferably in a multi-location or support organization environment. Proven ability to manage multiple priorities, coordinate across departments, and drive consistent processes. Experience managing external partner relationships, platform rollout, implementation readiness, or customer-facing operational support preferred. Excellent interpersonal and communication skills with the ability to influence and collaborate across multiple teams and levels. Strong organizational and project management skills with a focus on detail and follow-through. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Smartsheet; experience with Ortho2 preferred. Analytical mindset with the ability to interpret data and generate actionable insights. Ability to travel 12 times per month as needed. Physical Requirements: Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. We put our people first at Heartland Dental, and that shows in our generous benefits package. Company retains the sole discretion to change the duties of the position at any time. We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.