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WellNow Urgent Care · 1 day ago

Manager, Digital Help Desk

United States

Full-time

Remote

Mid, Senior Level

$90K/yr - $95K/yr

5+ years exp

WellNow Urgent Care is seeking a Manager of Digital Helpdesk for Aspen Dental branded practices. This role leads a team dedicated to exceptional support, ensuring customer inquiries are handled promptly and collaborating across teams to optimize processes and communication.

BiotechnologyHealth CareHospitalWellness

Responsibilities

Customer Support Leadership: Oversee a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision

Workforce Management: Plan and execute workforce management functions, including demand forecasting, capacity analysis, workload distribution, and scheduling for digital helpdesk teams. Develop scheduling strategies that optimize resource utilization while ensuring deadlines and quality standards are consistently met

Root Cause Analysis: Establish and drive processes to identify the root causes of recurring issues and partner with training to establish and adjust existing training plans to mitigate future issues

Collaboration and Partnership: Work closely with field leaders, practice owners, and other stakeholders to ensure their needs are met and exceeded expectations

Continuous Improvement: Analyze trends in customer feedback and operational performance to develop and execute strategies that enhance service levels and efficiency. Implement real-time workload monitoring processes to identify and resolve bottlenecks in the workflow

Communication: Serve as the primary liaison between the training and IT teams and the field, providing clear updates and ensuring alignment on priorities needs

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

Qualification

Customer Service LeadershipDigital Dentistry TechnologiesHelp Desk ManagementData-Driven MindsetLean Six Sigma CertificationTeam DevelopmentFinancialAnalytical SkillsProblem-Solving SkillsCommunicationCollaboration Skills

Required

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

Ability to lead a Team in a Remote Work environment

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 & partnerships

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

Financial and analytical skills required

Excellent verbal and written communication skills

The ability to balance multiple, high priority initiatives simultaneously

The ability to conduct up to 25% travel

Preferred

Experience in a Help Desk or Ticket Management System preferred, but not required

Experience in Digital Dentistry technologies - including 3Shape Scanners & Design Experience, and the SprintRay Digital Ecosystem - preferred, but not required

Lean Six Sigma, or similar process improvement certification preferred

Company

WellNow Urgent Care

Glassdoor2.6

WellNow Urgent Care is one of the fastest-growing providers of urgent medical care, virtual care, occupational health services and clinical research in the United States.

Founded in 2011

Nashville, Tennessee, USA

1001-5000 employees