Program Administrator, Glacē Center; GEC Program

Glacē Experience Center Program Administrator

Candela Corporation is a leading global aesthetic device company with a comprehensive product portfolio and a global distribution footprint. The Company's technology enables physicians to provide advanced solutions for a broad range of medical-aesthetic applications including hair removal, wrinkle reduction, tattoo removal, improving the skin's appearance through the treatment of benign vascular and pigmented lesions, and the treatment of acne, leg veins, scarring and other common indications.

The Glacē Experience Center (GEC) Program Administrator manages the operational hub of the GEC network, supporting a national program that connects prospective customers with top-performing Glacē practices for product demonstrations and peer references.

This role is responsible for managing the end-to-end coordination of GEC engagements, ensuring prospective customers are connected with the most appropriate GEC sites and that all interactions are tracked through completion. The Administrator maintains the operational records and reporting required to support program governance, performance monitoring, and continuous improvement. Acting as the central point of contact for the network, this position oversees scheduling, utilization tracking, communications, educational resources, and reporting.

The role also plays a key part in advancing the program's scalability by leading the evolution from manual coordination processes to a streamlined, self-service scheduling and automation model.

Essential Job Responsibilities

Demo Coordination

• Serve as the live point of contact for prospect demo requests submitted through the eStore zip-code lookup and managing intake forms

• Review incoming intake submissions (name, email, contact, address) and match each prospect to the appropriate GEC site by geography and availability

• Reach out to the GEC site directly to confirm scheduling and connect both parties; confirm a backup center where the primary site cannot accommodate a request

• Maintain the master scheduling calendar as the single source of truth for site availability and booked demos

• Support the transition from manual scheduling to self-service, practice-led booking as automated e-store infrastructure is validated and rolled out

Usage Tracking & Reporting

• Maintain a running log of requested versus completed demos per site, including conversion rate by center. Track cancelled, incomplete demos/ site

• Compile usage data, scheduling trends, and at-risk or underperforming sites ahead of quarterly governance review

• Flag low demo-conversion patterns for follow-up, distinguishing relationship, timing, clinical, or availability-driven causes

• Updating CRM with demo requests (MQLs) and demo completion (MSO) s;
Partnering with Channel Marketing on process and reporting

Post-Demo Follow-Up & Compensation

• Process demo compensation/honorarium payments to GEC sites per the program's payment schedule once a demo is confirmed complete

• Collect, manage and report on structured post-demo feedback from both the host site and the prospect

• Route feedback themes (clinical, experiential, or logistical etc) back into the quarterly governance review process.

• Follow up with field sales post completion of demo's

Network & Relationship Support

• Act as the operational Candela point of contact for GEC sites on day-to-day scheduling, materials, and program questions, escalating relationships or clinical issues to program leadership

• Confirm branding materials are sent, received, and displayed at each site ahead of scheduled demos or events. Partner with Practice marketing

• Monitor that sites remain within program role boundaries (e.g., no independent pricing, no unsupported clinical claims, no dealer activity) and escalate concerns appropriately

• Support and manage selection of new sites. Support onboarding of newly confirmed GEC sites, including contract sign-off

Program Governance Support

• Prepare data and materials for the quarterly governance review across all seven GEC pillars (Relationship, Clinical Standard, Availability, Scheduling, Candela POC, Branding Materials, Usage Tracking)

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