Sr. Director, Customer Experience and Strategic Execution

Shape what’s next in dental technologyJoin Henry Schein One!Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices.  We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.The Sr. Director, Customer Experience & Strategic Execution leads the Customer Experience & Strategic Execution organization at Henry Schein One, a newly established function that brings together executive escalation management, customer journey and HyperCare programs, enterprise program management (PMO), and Six Sigma-driven root cause elimination. This role is responsible for creating alignment across Product, Technology, Support, Customer Onboarding, Customer Success, Sales, and Finance to drive measurable improvements in customer retention, onboarding outcomes, service quality, and the successful execution of strategic initiatives.Reporting to the Vice President, Operations, the Sr. Director leads an organization of approximately 20 team members and is accountable for designing, implementing, and institutionalizing the mechanisms that deliver lasting business impact. This includes demonstrating the effectiveness of these mechanisms, embedding them into the organization, and developing the leaders responsible for sustaining and advancing them.This highly strategic role encompasses the creation and ownership of key business processes, as well as responsibility for strategic planning, performance management, budgeting, and workforce planning. The Sr. Director is expected to operate with a high degree of autonomy and is fully accountable for achieving strategic financial and operational objectives.Success in this role requires exceptional judgment, a strong sense of ownership, and an unwavering customer obsession. The ideal candidate is skilled at building credibility and trust across functions, providing thoughtful pushback when needed while strengthening relationships and driving alignment. They leverage data whenever possible and rely on sound business judgment when data is incomplete, balancing analytical rigor with practical decision-making. A strong bias for action is essential, as is the ability to move seamlessly between strategic thinking and tactical execution. This leader must be willing to roll up their sleeves, dive into operational details, remove barriers, and lead teams through complex challenges while maintaining a focus on long-term business outcomes.The role requires the ability to navigate complex and often ambiguous business situations, applying deep organizational knowledge and sound judgment to evaluate both tangible and intangible factors. Drawing on extensive leadership experience across both individual contributor and management roles, the Sr. Director will champion innovative ideas, influence organizational change, and contribute to the development of enterprise-wide methods, practices, and evaluation frameworks for programs, projects, and talent. This role may also include exposure to and interaction with the Board of DirectorsThis position is Remote within the United States with up to 25% travel as needed What you will do: Organization leadership: Build, lead and develop a multi-discipline organization of approximately 20 team members, including an Escalations Manager, a Customer Journey & Experience Manager, a Director of Strategic PMO, two Six Sigma Black Belts and a Business Analyst. Escalation management system: Design and own a single enterprise escalation intake, ownership and closure process for executive, strategic-account and Tier-3 escalations, including severity definitions, service levels, customer communication standards and post-incident reviews. Executive customer recovery: Serve as the senior accountable leader for critical customer escalations, including enterprise and DSO accounts; lead recovery planning and communicate directly with customer executives. Root cause elimination: Establish and govern a recurring root-cause review (Concern, Cause, Countermeasure, Check, Control) so that every recurring escalation has an identified root cause and a countermeasure with a named owner; drive robust prevention mechanisms with Product and Engineering. Customer journey ownership: Own the end-to-end customer journey map and Voice of Customer program, identifying and