Position Summary

The Director of Operations is responsible for the operational performance of all 4M Dental Implant Center practices. This position leads practice operations, develops managers, strengthens the patient experience, and drives consistent execution of company standards. The Director is accountable for monitoring key performance indicators (KPIs), managing practice-level financial performance, preparing forecasts, and implementing plans to achieve operational and financial goals.

Essential Duties and Responsibilities

Leadership and practice operations

• Provide direction, coaching, and accountability to Office Managers and other assigned practice leaders.
• Oversee daily practice operations and ensure consistent implementation of company policies, procedures, and service standards.
• Visit practice locations regularly to assess performance, support leaders, identify obstacles, and follow through on improvement plans.
• Lead operational planning for new practice openings and the integration of new locations into 4M standards and systems.
• Partner with clinical leadership to align operational workflows with patient care and clinical needs.
• Ensure practices comply with HIPAA, OSHA, and applicable state regulatory requirements, in partnership with clinical leadership and compliance resources.
• Communicate priorities, performance expectations, and operational updates clearly to practice teams and executive leadership.
• Collaborate with Human Resources on recruiting, hiring, staffing plans, employee development, performance management, and succession planning.

Patient experience and management

• Set patient experience standards and goals across all locations in partnership with the Patient Experience Manager, and hold practice leaders accountable for results.
• Monitor patient scheduling, treatment coordination, and case follow-up processes, and review service recovery results reported by the Patient Experience Manager.
• Partner with the Patient Experience Manager on escalated patient concerns that involve practice operations, staffing, or team performance, and ensure practice leaders follow through on agreed resolutions.
• Review patient experience, grievance, refund, and online review trends reported by the Patient Experience Manager, and direct process, communication, and training improvements across practices.

Financial performance, KPIs, and forecasting

• Review practice profit and loss (P&L) results and develop action plans to improve financial performance.
• Establish and monitor operational KPIs, including production, collections, case acceptance, patient conversion, schedule utilization, labor costs, and patient experience measures.
• Hold practice leaders accountable for understanding their results and executing plans to meet established goals.
• Prepare and update practice-level forecasts for production, collections, staffing, and other key operational measures.
• Evaluate performance against budgets and forecasts; communicate trends, risks, opportunities, and recommended actions to executive leadership.
• Partner with Finance and clinical leadership on budgets, resource planning, and operational decisions.
• Oversee supply, inventory, lab, equipment, and facility needs, and partner with vendors and Finance to control costs.

Training and coaching

• Assess the training and development needs of practice leaders and teams.
• Coach managers on leadership, communication, accountability, problem-solving, and performance management.
• Partner with Human Resources and Learning & Development to improve onboarding, leadership training, and adoption of company processes.
• Develop capable leaders who can independently manage practice performance and support their teams.

Qualifications

• Five or more years of progressive operations leadership experience, including at least three years in a full arch practice.
• Demonstrated success leading managers and improving operational and financial results across multiple locations.
• Strong knowledge of P&L management, budgeting, KPI reporting, and forecasting.
• Experience coaching leaders, managing change, and holding teams accountable for results.
• Excellent written and verbal communication skills, sound judgment, and the ability to address sensitive patient and employee matters professionally.
• Strong analytical, organizational, and problem-solving skills.
• Proficiency with business reporting tools and the ability to learn 4M systems and processes.
• Ability and willingness to travel regularly to 4M practice locations, with a valid driver's license and reliable transportation.
• Bachelor's degree in business, healthcare administration, or a related field preferred; equivalent experience considered.

Work Environment and Travel

This position works across multiple dental practice locations and may also perform administrative work in an office or remote setting, as directed. Regular travel to 4M locations is an essential function of the role. The schedule may vary based on practice and business needs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Performance Expectations

Success in this role is measured by practice performance against established KPIs and forecasts, financial results, patient experience, operational consistency, regulatory compliance, and the development and effectiveness of practice leaders.