About the job

The Opportunity

The Training & Implementation Manager will be responsible for managing the team of trainers and the supporting team(s) as they implement our suite of products and services to orthodontic practices nationwide. Typical implementations include a combination of several weeks of remote system training and onsite training/coaching visit at an orthodontic practice, followed by a period of post implementation support. 

This position is also responsible for working closely with the Director of Implementation and Adoption Lead to measure success of implementations and user adoption, across multiple product lines and services. You will identify and drive continuous improvement of training materials and training plans based on customer feedback, user behavior data and Implementation and Customer Satisfaction Surveys. 

The best person for this role is a self-motivator and seizes new opportunities with an eagerness for continuous innovation and improvement. They value people, teams, and thrive on building trust through dependable, measured results. They lead by empowerment and clear communication, with a shared focus on immediate and long-term results. And most of all, they have a strong desire to work in a challenging, fast-paced environment and be part of creating something big! 

Key Job Duties

• Manage the implementation schedules and client handoffs, with quarterly goals in mind
• Oversee and coordinate with Trainers and/or Leads on the successful execution of practice training and implementation activities
• Oversee and support the administrative support team; Coordinate and monitor individual case set up; Ensure completion of baseline deliverables
•  Create / iterate / expand tools and process to improve client onboarding and efficiencies across all product lines 
• Receive tier one escalation from practices
• Collaborate with cross-functional teams to communicate timelines, key operational impacts and necessary training material updates
• Facilitate the onboarding of new trainers / drive continuous learning  
• Using survey data and reporting tools, measure: time to implementation, CSAT scores, implementation actuals and NPS scores 
• Work with the product team to provide feedback and VOC and advocate for product, process, and efficiency changes
• Develop and disseminate Key Messaging and/or Scripting for new product rollouts or updates
• Collaborate in discussions and seize opportunities for cross functional knowledge sharing with other internal teams on tool functionality and process. 
• Manage overall team performance toward OKRs
• Identify and facilitate individual upskilling opportunities in response to trends in knowledge gap areas and provide opportunities for professional development.
• Define ways to improve team productivity to help create scalability for the organization

What You Will Bring

• 7+ years of direct team management experience, preferably in software/service/processes 
• Bachelor’s degree required (equivalent experience considered on a case-by-case basis) 
• Excellent communication skills to effectively interact in person and virtually: written, verbal and active listening
• Clear presentation skills, professionalism, and poise 
• Strong analytical, work planning, and problem solving skills
• A demonstrated ability to work successfully as part of a team and assist others 
• Occasional Travel for Key Clients, Peak Seasons, Major Conferences. (~10-20%) 
• Aptitude for building quick rapport and trust among others
• Strong ability to identify trends in reporting to identify possible business problems 
• Demonstrated ability to multi-task and solve poorly defined problems
• Ability to adapt to change quickly, and show a sense of urgency
• Strong judgment and decision making abilities
• Natural curiosity with an aptitude to learn quickly
• Very strong technical aptitude
• Experience with instructional design  and or adult learning is preferred

What’s In It For You…

• Full medical, dental, and vision benefits with 100% employer paid options
• 401(k) match
• A supportive culture with one-of-a-kind growth and development opportunities
• Option to work from home or in the office
• Employer HSA contribution 
• Paid Parental Leave
• Company and team outings       
• Company-sponsored premium subscription to the Calm app
• Unlimited PTO
• Flexible Schedule
• Casual dress atmosphere 
• Travel Rewards Preference 
• Peer-to-peer recognition program
• Vendor discounts

Compensation: $50K - 85K

Work Authorization: You must be authorized to work for any employer in the US.

Who We Are

OrthoFi is an innovative, tech-enabled solution that helps Orthodontists start more patients and give them more time to provide great quality care. With the recent acquisition of OrthoBanc, OrthoFi is now the US orthodontic industry leader in practice financial management, working with over 2,000 practices in the US. Collectively with OrthoBanc, OrthoFi has helped over 3.2 million patients access quality, affordable Orthodontic care. Our combination of cutting-edge Patient Acquisition software and robust Revenue Cycle Management solutions helps practices grow by over 13% YOY and manages patient and insurance billing and collections with exceptional collection results that exceed industry standards. The company has about 300 employees, with offices in Denver CO and Chattanooga TN.

In the OrthoFi community, members are valued for who they are, supported no matter where they are, and motivated to excel personally and professionally. People who join our community are self-starters and love a challenge! We’re looking for passion-driven, dynamic individuals that are excited about a fast-paced and fun environment. Our team enjoys the opportunity to impact people’s lives and help to create more smiles every day.

We pride ourselves in our culture as a people-first organization, demonstrated through recent achievements of being ranked in Built in Colorado’s list of Top 100 Digital Companies in Colorado. We were also recognized by the Denver Business Journal as one of Denver’s fastest growing companies and ranked on the Inc 5000 list of fastest growing private companies in the US multiple years in a row!