Operations Manager - DSO
Department: Sales
Employment Type: Full Time
Location: EMEA-Spain
Description
As an Operations Manager - DSO, you will play a key role in driving operational excellence, scalability and commercial performance across strategic Dental Service Organizations (DSOs) and large group accounts in EMEA.
Reporting to the Business Processes & Customer Experience Sr. Manager, you will work in close collaboration with Business Development Managers, Commercial, Operations, Finance, Marketing, Reporting and IT teams to design, implement and continuously improve end-to-end operational models for large accounts.
You will act as a central operational owner for key European accounts, ensuring robust ways of working, optimized workflows and data-driven decision making that support sustainable growth, customer satisfaction and long‑term partnerships.
In this job you will...
* Be the Operational Ownership of Large Accounts
* Act as the operational lead and point of reference for strategic DSOs and large group accounts across Europe.
* Define, document and optimize end‑to‑end operational workflows across Commercial, Operations, Finance, Reporting and Customer Experience.
* Ensure consistent execution of operational processes, from contracting and onboarding to billing, reporting and quarterly business reviews.
* Lead account optimization plans in collaboration with internal stakeholders and customer leadership teams.
* Sccount Performance & Growth Enablement
* Partner closely with Business Development Managers to support account growth through data analysis, insights and action planning.
* Collect, synthesize and analyze qualitative and quantitative performance data on a weekly and quarterly basis.
* Track account performance against targets, KPIs and growth plans, proactively identifying risks and opportunities.
* Challenge and support commercial teams with clear follow‑ups, structured initiatives and performance reviews.
* Project & Stakeholder Management
* Project‑manage cross‑functional initiatives impacting large accounts, from goal definition and resource allocation to deployment and value realization.
* Coordinate multiple stakeholders across regions and functions, ensuring alignment and timely delivery.
* Lead or contribute to value‑add initiatives linked to process optimization, infrastructure enhancement and customer experience improvement.
* Process Excellence & Continuous Improvement
* Identify focus areas to improve operational efficiency, scalability and reporting for large accounts.
* Refine and create tools, templates and governance models supporting business cases, contract approvals, onboarding, billing and customer reporting.
* Apply a continuous improvement mindset (CI / Lean) to proactively propose and deploy improvements with measurable business impact.
* Commercial & Marketing Enablement
* Support the tracking and assessment of marketing initiatives impact in collaboration with Marketing.
* Provide the processes and data infrastructure required to enable DSO commercial and marketing plans.
* Share best practices across regions, accounts and stakeholders.
* Operational Reviews & Governance
* Support Quarterly Operations and Business Reviews, including data preparation, analysis, insights and presentation materials.
* Ensure alignment between Operations, Finance, Sales and Marketing for large account governance.
* Additional Responsibilities
* Support product launches, new initiatives and key developments within the operational infrastructure.
* Own or contribute to onboarding processes for new doctors within Special Markets / SM business.
* Participate in initiatives aimed at improving customer satisfaction and operational performance.
* Contribute to ad‑hoc, business‑critical initiatives as required.
In this role you will need...Education & Experience
* Master’s degree or Bachelor’s degree.
* 6–10 years of experience in Operations, Sales Operations, Business Development, Account Management, technologies or similar roles.
* Proven experience working with large accounts / strategic customers in a complex, multi‑stakeholder environment.
Skills & Competencies
* Strong analytical and data‑driven mindset.
* Ability to map, design and optimize business processes end‑to‑end.
* Strong project management and stakeholder management skills.
* Commercial acumen with focus on ROI, growth and performance.
* Excellent interpersonal, communication and influencing skills.
* Ability to work autonomously in a fast‑paced, international environment.
Technical & Language Skills
* Experience with Salesforce is a strong plus.
* Knowledge of Lean Six Sigma or similar methodologies is a plus.
* Strong Microsoft Office skills.
* Fluent English and Spanish (spoken and written) are mandatory.
* Other European languages are desirable.
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