Pod Leader - Tech Enabled Managed Services

Organizational Relationship: Reports to President, Tech-Enabled Managed Services

Job Family: Operations

Managerial Responsibilities: Direct/Indirect

Classification:  Exempt / Full-Time

GENERAL SUMMARY:

The Pod Leader owns the operating and financial performance of a geographic pod serving up to ~250 dental clients. This role functions as a mini–general manager with full accountability for results, responsible for building scalable, repeatable operations while delivering strong client outcomes.

The Pod Leader is expected to be hands-on early, setting the foundation for future pods by defining processes, operating rhythms, and performance standards. This role partners closely with the Division President and cross-functional teams to scale the Vyne managed services model.

As the first Vyne Pod leader, this person will be instrumental in establishing the playbook for all future Pods and, as such, will rely heavily on a “builder’s mindset” and approach.  An entrepreneurial spirit and passion will be key.

DUTIES & RESPONSIBILITIES:

Pod Ownership & Financial Performance

• Own full pod-level P&L, including revenue, cost structure, margin, and growth targets
• Drive client outcomes across the full Dental RCM lifecycle (claims submission, follow-up, denials, payment posting, and AR management)
• Monitor and optimize key performance metrics including DSO, net collections, aging, productivity, and SLA adherence

Operational Design & Scalability

• Build, document, and continuously refine the operational playbook for pod execution
• Standardize workflows, escalation paths, QA processes, and performance management routines
• Partner with Product and Technology teams to operationalize tech-enabled workflows
• Identify operational bottlenecks and lead continuous improvement initiatives

Leadership & Team Management

• Lead, coach, and develop Customer Success Advisors (CSAs)
• Provide direction, prioritization, and accountability across offshore delivery teams (indirectly via partner)
• Establish clear performance expectations and foster a high-ownership culture
• Operate as a player/coach, stepping into complex client or operational issues as needed

Client & Stakeholder Engagement

• Serve as the executive escalation point for pod clients
• Build trusted relationships with larger or more complex customers
• Partner closely with the Division President on pod strategy, scaling, and expansion
• Represent operational insights and client feedback in cross-functional discussions

What Success Looks Like

• Pod meets or exceeds financial and operating targets
• Clients experience measurable improvement in RCM performance
• Offshore teams operate predictably with minimal escalations
• Processes are well-documented, repeatable, and transferable to new pods
• CSAs are developed and promoted as the pod scales

PHYSICAL DEMAND:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SECURITY ROLE / RESPONSIBILITY:

• Protected Health Information (“PHI”): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status.  In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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