Practice Success Manager

Job Description

This role will serve as the primary liaison between Smilebliss Orthodontics and assigned licensed practices. The PSM will play a pivotal role in ensuring that each practice fully incorporates the operational model and achieves success. This position involves working closely with practice owners and their teams to optimize performance, provide tailored support, and develop resources that address areas of underperformance. This role requires operational experience, a dynamic personality, a willingness to learn, and the ability to work effectively with a remote team.

Key Responsibilities

Client Relationship Management:

• Build positive and productive relationships with the assigned licensees and their teams.
• Act as the main point of contact for all client inquiries, concerns, and feedback.
• Monitor practice results and schedule regular coaching sessions with the licensee to ensure proper execution and effectiveness of the model.
• Manage license compliance with the requirements and standards of the business.
• Motivate and coach licensees toward driving increased revenue, profitability, and customer loyalty.
• Collaborate with the licensee on overcoming business obstacles and assist with planning.
• Visit underperforming offices and work with licensees to develop a corrective plan as needed.

Training & Development:

• Maintain a high-level of knowledge and enhance skills in practice operations and training.
• Educate and support licensees with onboarding the model, systems, and platforms.
• Support the development and facilitation of various operational best practice programs to increase and strengthen service knowledge within the license system.
• Maintain and update the operations manual, various training materials, and license best practices on a continual basis.
• Develop, train, and lead support activities in the organization.
• Facilitate virtual and in-field training modules for new licensees and their teams.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) for licensee practices.
• Analyze practice data to identify trends, opportunities, and areas for improvement.
• Prepare and present detailed reports and action plans to clients.

Skills

• Strong understanding of orthodontics practice operations and management.
• Superb ability to build relationships, communicate effectively, and influence positively.
• Apply strong business acumen, including the ability to read practice performance reports to identify training opportunities.
• Demonstrate ability to successfully lead, motivate, develop, guide, and achieve results with licensee partners.
• Highly driven and proven record for achieving results.
• Creative, innovative, and energetic in all efforts.

Requirements

Minimum of 3 years of proven experience in orthodontic practice management, franchise, or large multi-location professional service business.

Background in the Orthodontic/Dental Industry is preferred, but not required.

Motivated self-starter with a proactive work ethic.

Professional demeanor with a customer-oriented attitude.

Exceptional verbal, written, and interpersonal communication skills.

Able to oversee multiple tasks and manage multiple priorities with a problem-solving aptitude.

Highly organized with strong planning skills and attention to detail.

BS/BA in Business Administration or a related field

Work Location:

OSI Corporate office, Metairie, LA (Remote or Hybrid)

Able to travel to a client location when needed (~25%)