Service Manager(REMOTE)

**Service Manager (Remote) \- USA Only** **Company:** The Smilist Dental **Position Overview** The Smilist Dental is seeking a **Service Manager (Remote)** to lead and coordinate service delivery and support operations across our organization. This role is responsible for ensuring consistent, high\-quality customer and patient experiences while managing day\-to\-day service workflows, performance metrics, and continuous process improvement. **Location** **Remote** (Candidates must be located in the **United States**.) **Key Responsibilities** * Manage and oversee remote service operations to ensure timely, accurate, and high\-quality customer/patient support. * Coordinate service workflows across teams (e.g., support, scheduling, operations) to maintain efficiency. * Monitor KPIs such as response times, resolution times, escalation outcomes, and customer satisfaction. * Identify gaps in processes and implement improvements to increase service quality and consistency. * Own escalation procedures for complex cases; ensure appropriate follow\-up and documentation. * Maintain strong communication with internal stakeholders and ensure priorities are aligned. * Develop and track operational plans, schedules, and reporting to support ongoing service needs. * Assist with training and onboarding for service team members and ensure adherence to policies and procedures. * Participate in continuous improvement initiatives to enhance service tools, workflows, and documentation. * Ensure compliance with internal standards and applicable HIPAA/privacy best practices. **Requirements** * **USA candidate only** (must be legally authorized to work in the United States). * Proven experience in service management, customer support leadership, operations management, or similar roles. * Strong ability to manage priorities, handle escalations, and maintain quality under deadlines. * Excellent communication skills (written and verbal) with a customer\-focused mindset. * Comfort working remotely and managing time effectively with minimal supervision. * Proficiency with common business tools (e.g., Google Workspace, Microsoft Office) and ticketing/CRM systems. * Ability to analyze performance metrics and drive actionable improvements. * Knowledge of HIPAA/privacy practices is a plus (or willingness to learn and comply). **Preferred Qualifications** * Experience in healthcare, dental, or patient services environments. * Experience managing teams and performance through coaching and accountability. * Familiarity with service\-level agreements (SLAs) and operational reporting. **Work Schedule** This is a remote role. Schedule may vary based on business needs; typical hours align with standard U.S. business hours. **What We Offer** * Remote work with a supportive team * Opportunity to improve service operations and impact patient/customer experience * Professional growth in a growing dental organization **How to Apply** Please submit your resume and a brief cover note explaining why you’re a strong fit for the **Service Manager (Remote)** role at **The Smilist Dental**.