Senior Operations Manager

PRODIRECT Dental Lab is known for providing our dentists with the resources and experience of a national dental lab with the personalized service of local boutique labs. We are a global organization with over 35 years of experience in providing world class service and products to our customers.

Let's redefine excellence, together.

Position Highlights:

We are rapidly expanding our US team and are seeking an experienced Quality Assurance Supervisor. The Senior Operations Manager is responsible for overseeing and optimizing daily operations of the dental laboratory, with direct leadership over Shipping & Receiving, Customer Service, Finance, and Administrative functions. This role ensures operational efficiency, regulatory compliance, exceptional customer experience, and financial accuracy while supporting the lab’s growth and strategic objectives.

The Senior Operations leads a workforce of approximately 50+ employees and serves as key strategic partner to executive leadership.

About us:

Mission Statement:
To promote prosperity in the lives of both doctors and patients of present and future generations by pushing industry boundaries and upholding our customer driven commitment to excellence.

Office Based:

160 Chubb Ave, Suite 102,

• Oversee day-to-day operational functions across shipping, receiving, customer service, finance, and administration
• Develop, implement, and continuously improve operational policies, procedures, and workflows
• Ensure alignment between departments to support production schedules and client commitments
• Monitor KPIs and operational metrics to drive efficiency, quality, and cost control
• Partner with senior leadership to execute strategic initiatives and scale operations
• Oversee production workflows to increase efficiency, maintain quality standards, and support operational growth.

• Manage inbound and outbound logistics, ensuring timely and accurate delivery of dental cases
• Oversee inventory tracking, case flow, and coordination with shipping and receiving
• Maintain relationships with courier services and shipping vendors
• Ensure compliance with safety, handling, and tracking requirements

• Lead the customer service team to deliver a high level of support to dentists and clients
• Establish service standards, response times, and issue-resolution protocols
• Monitor customer satisfaction metrics, complaints, and retention; implement service improvements

• Oversee billing, invoicing, accounts receivable, and basic financial reporting
• Ensure accuracy of financial records and adherence to internal controls
• Coordinate payroll, HR administration, and employee records
• Support budgeting, forecasting, and expense management in collaboration with ownership or finance partners

• Ensure compliance with applicable dental lab regulations, HIPAA requirements, and internal quality standards
• Ensure adherence to dental industry standards, FDA regulations, OSHA requirements, HIPAA, and other applicable laws.
• Oversee quality assurance programs to maintain consistent craftsmanship and remake reduction
• Support audits, documentation, and process reviews as needed
• Promote a culture of accountability, accuracy, and continuous improvement

• Bachelor’s degree in Business Administration, Operations Management, or related field (preferred)
• 5+ years of operations management experience, preferably in a dental lab, healthcare, or manufacturing environment
• 10 years of manufacturing experience
• Proven experience managing multi-department operations
• Strong financial and administrative oversight skills
• Excellent leadership, communication, and problem-solving abilities

• Experience in a dental laboratory or dental industry setting
• Knowledge of dental case workflows and logistics
• Familiarity with HIPAA and healthcare compliance standards

• Competitive salary based on experience
• Opportunity to play a key leadership role in a growing dental laboratory
• Collaborative and professional work environment