Operations Team Lead
Wisdom · Remote
About Wisdom
Wisdom blends industry expertise with advanced technology to make dental practices work better for everyone involved. We believe dentistry is about people, and we exist to make the future of dentistry stronger and more sustainable for dentists, their teams, and the patients they serve. We match administrative teams with expert billers and custom-built technology to take on the heavy lifting of dental billing while maximizing dentists’ time in-office, and their bottom line.
Coming from a fresh $21M Series A round of funding we are looking for exceptional candidates to help us build a category-defining company. Wisdom has employees across the US.
About the Role
We are seeking a motivated, operationally sophisticated leader to contribute to our ongoing success as we continue our journey of growth. The Operations Team Lead will play a pivotal role in overseeing and optimizing the daily operations of the Wisdom Operations team. Reporting directly to the Head of Operations, the successful candidate will lead a team of billing professionals, own client retention across their portfolio, and use data and forecasting tools to predict and reduce churn. This is a full-time W2 leadership role that carries real ownership over hiring, developing, and managing a high-performing team.
What You’ll Do
Drive Performance and Client Satisfaction
Track KPIs and progress across your portfolio of 40-50 clients
Monitor weekly QA scores, aiming for 98%+
Achieve 99% client retention
Complete QA training within 72 hours of receiving scores
Ensure all new billers shadow on Day 1 and
Attend all new client huddles
Actively participate in customer and biller onboarding calls to ensure new team members start off on the right foot
Own Churn Prediction and Retention
Own the churn forecast as a live operational tool, reviewed with the Head of Operations at the start of every month to identify high-risk and low-risk offices
Track and act on early churn signals across quality, underpayments, payment irregularities, offices placed on payment plans, and sustained production declines
Maintain a consolidated, sortable view of churn probability across all offices in your portfolio, moving away from manual, spreadsheet-only tracking
Surface insights from QBRs and client feedback to strengthen the forecast model and preempt at-risk accounts before they reach cancellation
Partner with data and reporting resources to improve forecast accuracy, data hygiene, and dashboard reliability
Lead and Develop the Team
Supervise, mentor, hire, and develop dental billing professionals, building a supportive, high-performing, and collaborative environment
Confidently manage performance, including coaching, development plans, and difficult conversations in a W2 environment
Lead team meetings focused on feedback, quality assurance reviews, and continuous improvement
Keep communication open with regular team check-ins and updates
Own Reporting, Operations, and Continuous Improvement
Independently oversee KPIs for your offices, identify improvement opportunities, and drive them to execution rather than simply flagging them
Monitor KPIs, conduct audits, and perform spot checks to drive ongoing improvements
Oversee the accuracy of reporting and dashboard data, and help build and refine new dashboards and views (including with AI-assisted tools)
Facilitate monthly check-ins with each office and lead Quarterly Business Reviews to dive into ROI, key metrics, and growth opportunities
Communicate directly with client office staff about AR successes, opportunities, and operational challenges
Respond to customer communications promptly, setting a high standard for responsiveness and resolution
Work closely with other team leads, managers, and stakeholders to align operational goals with overall company objectives
Embrace innovation by designing and implementing new systems and tailored solutions that streamline workflows and address emerging challenges
What We’re Looking For
Deep knowledge of the dental billing space, revenue cycle, and AR; experience in medical billing or healthcare billing or healthcare services is a strong plus
Experience leading several client profile types, including DSO, multi-group, specialty, general, and startup practices
A people leader who can hire, develop, motivate, and manage performance, not only resolve conflict
Manages in a reliable, professional manner and shows up for clients with a polished, professional presence every day
Business operations minded, with a strong sense of how the day-to-day connects to broader business goals, margins, and growth
Operationally sophisticated: able to independently own KPIs, spot improvement opportunities, and build or improve dashboards and reporting
A strong, decisive communicator with natural leadership skills and a customer-first mindset
Confident in navigating tough conversations and performance management
Adaptable, coachable, and comfortable with fast-paced change
Highly detail-oriented with excellent client communication skills
Proficient with tech platforms such as Hubspot, Google Suite, and several dental billing softwares
Reliable and available during core U.S. business hours
A strategic thinker and detail-oriented executor
Perks & Benefits
Full-time W2 position
Competitive base salary + quarterly bonus
Flexible Paid Time Off
Fully remote, U.S.-based
401(k)
Health, dental, vision, life, and HSA benefits
Paid parental leave
Company-provided computer
If you’re a strategic thinker, decisive communicator, and tech-savvy leader who knows how to bring out the best in people, we’d love to connect.
Wisdom is an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.