Head of Operations

About Us

At Henry Schein One, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.

Our culture at Henry Schein One as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals.

How we work

Customer success is at the heart of everything we do.  We strive to ensure that
each member of our team, regardless of their department or role, prioritises the
success of the customer in every interaction.  From our Commercial teams right
through to Operations, every area of our business plays an instrumental role in
shaping the value of our user’s experience.

Our customer success programmes are pivotal in maintaining dynamic feedback
channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top-tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long-lasting partnerships that drive positive outcomes.

Purpose

The Head of Operations is responsible for leading and optimising all operational functions within the APAC region to ensure seamless delivery of SaaS solutions. This role drives operational strategy, ensures timely installations and implementations to meet revenue targets, and fosters efficiency to achieve margin objectives. Additionally, the position champions product adoption, customer success, and customer support initiatives to maximise customer value and retention.

What you'll do 

• Operational Strategy & Leadership: Define and execute the operational strategy for APAC, aligning with global objectives and regional growth plans. Drive scalability and efficiency across all operational processes.
• Onboarding, Training and Conversions: Ensure timely and high-quality installations and implementations of SaaS products to support revenue achievement. Collaborate with cross-functional teams to remove bottlenecks and improve delivery timelines.
• Customer Success & Product Adoption: Develop and implement strategies to drive product adoption and customer engagement. Monitor usage metrics and proactively address adoption challenges. Ensure retention and long-term value realization with our customer success programme.
• Customer Support Management: Oversee and manage the customer support function to ensure timely, effective, and high-quality resolution of customer inquiries and issues. Drive continuous improvement in support processes to enhance customer satisfaction and retention.
• Performance & Margin Optimisation: Identify and implement process improvements to enhance operational efficiency and profitability. Monitor KPIs related to delivery timelines, adoption rates, and customer satisfaction.
• Team Leadership: Build, mentor, and lead high-performing operational teams. Foster a culture of accountability, innovation, and continuous improvement.

What you’ll bring with you

• Proven experience in operational leadership within a SaaS or technology business.
• Strong understanding of SaaS delivery models, onboarding, and customer success principles.
• Demonstrated ability to manage complex projects and drive efficiency improvements.
• Excellent leadership, communication, and stakeholder management skills at a senior level.
• Strategic thinker with strong execution capability.
• Customer-centric mindset with a passion for delivering exceptional experiences.
• Analytical and data-driven approach to decision-making.
• Collaborative and adaptable in a fast-paced environment.

Diversity at Henry Schein One

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too. 

Our Shared Values

Everyone at Henry Schein One is encouraged to live and demonstrate our core values:  

Community

• Each Person is as Important as the Next
• Open Communication
• Diversity & Inclusion

Caring

• Corporate Citizenship
• Shared Success

Career

• Ethics
• Recognise Creativity & Encourage it
• People are our Greatest Asset