Manager, Customer Service
The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and AZPetVet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.
As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as Manager, Customer Service.
The Manager of Customer Service for Aspen Dental’s Digital Design and Manufacturing businesses will lead a team dedicated to providing exceptional support to our doctors, offices, and field leaders. This role ensures customer inquiries, escalations, and issues are handled promptly, root causes are identified and resolved, and service excellence remains a priority.
As the voice of the customer, this leader will collaborate across teams to optimize processes, strengthen communication, and ensure our field leaders and practice owners receive the service and support they expect. The Manager will play a critical role in bridging the gap between our digital and manufacturing organizations and the needs of our frontline teams.
Responsibilities:
Customer Support Leadership: Oversee a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision.
Root Cause Analysis: Establish and drive processes to identify the root causes of recurring issues, implementing corrective actions to prevent future disruptions.
Collaboration and Partnership: Work closely with field leaders, practice owners, and other stakeholders to ensure their needs are met and expectations exceeded.
Continuous Improvement: Analyze trends in customer feedback and operational performance to develop and execute strategies that enhance service levels and efficiency.
Communication: Serve as the primary liaison between the digital design and manufacturing teams and the field, providing clear updates and ensuring alignment on priorities.
Team Development: Build and mentor a high-performing team that is equipped to handle complex issues and provide world-class customer service.
Metrics and Reporting: Track and report on customer service KPIs, using data to inform decisions and drive accountability.
Minimum Education and Experience:
Bachelor’s degree in Business, Operations, or a related field; equivalent experience considered.
5+ years of experience in customer service or operations, preferably in healthcare, manufacturing, or digital services.
Proven leadership experience, including managing a team and working cross-functionally.
Strong problem-solving skills and a commitment to driving resolution and improvement.
Excellent communication and interpersonal skills with the ability to build strong relationships.
Data-driven mindset with experience using metrics to measure and improve performance.
Familiarity with dental, medical, or manufacturing environments.
Experience managing escalations in a multi-location or distributed service model.
Lean, Six Sigma, or similar process improvement certification.
The ability to conduct up to 75% travel both Domestic and Internationally.
Annual Base Salary range: $90,000 - 115,000 with a 10% annual bonus (Actual pay may vary based on experience, performance, and qualifications.)
This position can be remote based on geographic location, but if candidate is located within 30 minutes from our Chicago, IL office then on-site will be the expectation.
A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.
If you are an applicant residing in California, please view our privacy policy here: https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees
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