Dental Operations Specialist

Company Description

Based in Atlanta Georgia USA. 3Sixty is a pioneering company in the field of 3D Digital Implantology dedicated to serving dental professionals. 3Sixty offers a comprehensive portfolio of advanced products and services designed to revolutionize dental practices. Known for its innovative solutions the company strives to set benchmarks in the dental industry promoting accuracy and efficiency in implantology processes.

Role Description

The Operations Coordinator is responsible for monitoring incoming and active orders in 3sixty to ensure that no orders falls through the cracks. The role will track SLA performance identify stalled or at-risk cases escalate blockers and provide regular visibility to the Head of Operations on operational risks bottlenecks and recurring issues.

This role serves as an operational control point within the function allowing the Head of Operations to maintain oversight without needing to be involved in day-to-day case-level monitoring.

Key Responsibilities

• Monitor all incoming open and aging cases in 3sixty on a daily basis.
  
• Ensure each case has clear ownership correct status priority SLA target and next action.
  
• Track case progress against agreed SLAs and proactively flag cases that are at risk of delay or breach.
  
• Identify cases that are unassigned stalled overdue misrouted or lacking sufficient updates.
  
• Escalate blockers to the relevant teams functions or managers in a timely manner and follow through until resolution.
  
• Maintain strong case hygiene standards across the operation ensuring data quality and process compliance in 3sixty.
  
• Produce daily weekly and monthly reports for the Head of Operations on SLA performance backlog health blocker trends and operational risks.
  
• Highlight recurring issues root causes and process gaps impacting case flow and service delivery.
  
• Coordinate with team leads and operational stakeholders to resolve bottlenecks and improve case handling effectiveness.
  
• Support the continuous improvement of case management processes controls and reporting.
  
• Ensure operational exceptions are visible early and escalated before they impact service performance or customer outcomes
  

Skills and Experience

• 25 years of experience in operations coordination case management service operations workflow monitoring or a similar operational support role.
  
• Dental background (Must-have)
  
• Fluent English speaker (Must-be)
• Experience working with case management systems ticketing platforms CRM systems or workflow tools.
  
• Strong understanding of SLA-driven operations and service performance tracking.
  
• High attention to detail with the ability to identify risks gaps and anomalies quickly.
  
• Strong organizational and follow-up skills.
  
• Ability to work across teams and escalate issues constructively and effectively.
  
• Strong reporting and analytical skills including the ability to interpret operational data and identify trends.
  
• Good written and verbal communication skills.
  
• Proficiency in Excel and reporting tools; experience with dashboards is an advantage.
  
• Experience in a fast-paced operational environment is preferred.
  
• Experience in the dental industry is a great addition.
  

Required Skills:

Fluent English Speaker is a Must Minimum of 7 years of experience resolving complex employee relations issues. Working knowledge of multiple human resource disciplines including compensation practices organizational diagnosis employee and union relations diversity performance management and federal and state respective employment laws. Bachelors degree preferred. Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Ability to comprehend interpret and apply the appropriate sections of applicable laws guidelines regulations ordinances and policies. Ability to acquire a thorough understanding of the organizations hierarchy jobs qualifications compensation practices and the administrative practices related to those factors. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Proficient with Microsoft Office Suite or related software.