Operations Team Lead

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