Sr. Director, Customer Experience and Strategic Execution

Henry Schein One; Northern (KY); Hybrid; USD 172,000 - 215,000; Full time

Benefits offered by this job

Health coverage

Retirement plan

Paid time off

Parental leave

Wellbeing resources

Education support

Job summary

Henry Schein One is seeking a Sr. Director, Customer Experience & Strategic Execution, to unify escalation management, customer journey, HyperCare, and PMO across Product, Technology, Support, Onboarding, and Sales.

The role centers on driving retention, onboarding outcomes, service quality, and strategic initiative execution. The ideal candidate will have 7–12+ years of leadership experience, a relevant degree, and strong skills in strategy, budgeting, and cross-functional leadership.

Qualifications

• 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 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 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.

Responsibilities

• Build, lead and develop a multi-discipline organization of approximately 20 team members.
• Design and own a single enterprise escalation intake, ownership and closure process.
• Serve as the senior accountable leader for critical customer escalations.
• Establish and govern a recurring root-cause review to drive prevention mechanisms.
• Own the end-to-end customer journey map and Voice of Customer program.
• Lead the HyperCare program for the first 120 days after go-live.
• Define new leading indicators for customer experience and partner with Data & Analytics.
• Direct the enterprise PMO responsible for portfolio governance and strategic programs.
• Institutionalize the operating rhythm for strategic priorities and executive scorecards.
• Identify and scale AI-enabled internal processes in partnership with Support, IT and Data & Analytics.
• Develop the annual strategy, objectives, budget and staffing plan for the function.
• Hire, coach and develop managers and senior professionals; build succession depth.

Skills

Leadership experience

Bachelor's degree

PM certifications

AI literacy

Executive presence

Strategic planning

Cross-functional partnerships

Cloud/SaaS experience

Regulatory knowledge

Education

Bachelor's degree or global equivalent in a related field

Job description

Shape what’s next in dental technology
Join Henry Schein One!

Join a globalleaderredefiningdental practice managementand do work thatactuallymatters.At Henry Schein One,we are a team ofcarecatalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everythingwedo.Yourideas fuel innovation that enhances patient care and drivesreal resultsfor practices.
Wedon’tjust talk aboutimpact;we build it!Backed by a trusted reputation, ourleaders foster an inclusive and supportive environment where we staysolely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We havehigh expectationsfor performance and delivering results; as part of awinningteam,you’llwork hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your winscelebrated.

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

This position is Remote within the United States with up to 25% travel as needed

What you will do

• Organization leadership: 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.
• Escalation management system: 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.
• Executive customer recovery: Serve as the senior accountable leader for critical customer escalations, including enterprise and DSO accounts; lead recovery planning and communicate directly with customer executives.
• Root cause elimination: 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.
• Customer journey ownership: 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.
• HyperCare: 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.
• CX metrics and early warning: 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.
• Strategic PMO: 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.
• Operating cadence: 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.
• AI-enabled productivity: Identify, standardize and scale AI-enabled internal processes that increase team productivity and support deflection, in partnership with Support, IT and Data & Analytics.
• Strategy and planning: 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.
• Talent: Hire, coach and develop managers and senior professionals; build succession depth and a culture of ownership, data-driven decisions and continuous improvement.

What we are looking for

• 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.

What will set you apart

• 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

Travel/Physical Demands:

• Typically, less than 25%. No special physical demands required
• This position will be working in a remote environment or office,utilizingtypical office equipment, with travelrequiredfor client meetings, industry conferences, andprospectsite visits as needed

The posted base range for this position is $172,000 - $215,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.

What you’ll gain as a #TeamSchein member

• A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.