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Henry Schein ONE

We are the Global Leader in dental management, analytics, communication, and marketing software
We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one
When TECHNOLOGY connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients.

If you are looking for a growing career that makes a difference, come be part of our team today!

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Louisiana, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.

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Manager, BPO Call Center Operations

Remote

Full Time

Operations

Manager/Supervisor

This position will be remote within the United States

Job Summary
The Manager, BPO & Operations leads the end-to-end strategy and execution of the offshore BPO calling program supporting insurance eligibility workflows, with the potential to expand into additional operational areas. The Manager oversees the full operational lifecycle and ensures consistent service levels and operational performance despite limited product and engineering enablement.

What You Will Do

Program Management (People & Process)
- Build and manage the overseas BPO program, including hiring, onboarding, system setup (CXOne, Mango Voice), and maintaining training materials and SOPs
- Ensure the team is properly staffed, trained, and aligned with operational goals.
Eligibility Program Ownership
- Manage and refine processes for efficiency, accuracy, and compliance
- Monitor ticket quality, queue aging, and service level risks

Daily Operational Management
- Lead daily syncs to review service levels, blockers, escalations, volume trends, and staffing
- Provide real-time operational and payer nuance support
- Track operational metrics and proactively address dips, spikes, or potential risks
Production & Throughput
- Diagnose throughput constraints, including call tree complexity, hold times, staffing mix, and process gaps
- Adjust procedures and staffing to maintain turnaround times and protect service levels
- Improve operational efficiency to reduce overall cost per request
Quality Assurance & Coaching
- Conduct QA checks for agents, refine and scale QA processes
- Document outcomes and provide structured feedback and coaching
Vendor Governance & Financial Controls
- Manage BPO/EOR vendor performance, staffing, compliance, and billing
- Approve hours, bonuses, staffing updates, and review invoices
- Maintain discrepancy management and preventive controls
Cross Functional Partnership
- Provide feedback and upgrade requests to Product leadership and collaborate with Engineering and BI to improve reporting, tooling, and operational alignment
- Build interim manual reports when dashboards are unavailable
Customer & Partner Engagement
- Prepare partner-specific data and support audits/reviews
- Work with customers and partners to resolve high-impact issues, clarify operations, and ensure expectations are met
Operational Health Monitoring
- Track queue health, ticket quality, staffing coverage, and productivity metrics
- Support escalations, including payer outliers and office-specific issues
- Oversee daily operational load across production, training, QA, invoicing, and updates

Travel/Physical Demands

Travel typically less than 10%
Office environment with no special physical demands required

Qualifications

What You Will Have

Bachelor’s degree in a related discipline
10+ years of progressively responsible professional experience, including 3+ years of people management experience
Proven experience managing offshore teams in high-volume operations, including production oversight, service levels, throughput, quality metrics, and building/maintaining operational processes, training programs, and SOPs
Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy
Proven ability to influence, problem-solve, and lead virtual or distributed teams
Skilled in diagnosing workflow constraints and improving efficiency, accuracy, and turnaround times
Experience conducting quality assurance and providing structured feedback
Strong analytical skills, including using metrics, reports, and dashboards to drive decisions
Excellent communication and collaboration skills, including cross-functional partnership and escalation management
Ability to plan and manage complex projects and initiatives

Nice to Haves

Master’s degree
Familiarity with insurance eligibility workflows, payer requirements, or dental/medical RCM
Experience with CXOne, Mango Voice, or similar contact center systems
Knowledge of BI tools such as Domo, Power BI, or Tableau, and experience building interim reports or operational dashboards
Background in improving cross-functional processes aligned with product capabilities
Experience reducing operational cost-per-request or implementing automation within BPO workflows
Experience supporting customer audits or partner reviews
Familiarity with ticketing or CRM platforms (e.g., Salesforce, Jira).

The posted range for this position is $110,000 - $135,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.

What you get as a Henry Schein One Employee

A great place to work with fantastic people
A career in the healthcare technology industry, with the ability to grow and realize your full potential
Competitive compensation
Excellent benefits package – Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One leads the industry is because of our products, services and most importantly, our people.

In 2022, Henry Schein One was named one of Best Companies to Work for in Utah. Click here for more information: 2022 Best Companies to Work For | Henry Schein One

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Louisiana, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.

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