What are the responsibilities and job description for the Regional Manager position at hellotend?
At Tend, we do dental differently.
Tend is rewriting the playbook of modern dentistry by building a company around the patient and the provider. We believe that with the power of technology, a hospitality-driven mindset, and a top tier clinical team, we can make going to the dentist something to look forward to. Our vision is to transform the dental experience into one that is empowering, human and personalized.
Since launching in 2019, we have provided exceptional care to over 100,000 patients across five major cities: New York, Washington DC, Boston, Atlanta and Nashville. With thousands of five-star reviews, Tend has become one of the country's top-rated and in-demand dental practices, with over 650 team members to support this mission. We’re continuing to grow quickly and looking for the best of the best to come join our team.As a key member of the Operations Team, the Regional Manager - Boston Market reports to the VP of Operations and serves as the primary operations leader for the market. This role is responsible for overseeing and optimizing the performance of multiple studios, ensuring operational excellence, financial performance, compliance, and a superior member (patient) experience. Key Responsibilities:
Market Operations Leadership
- Oversee the operational performance of multiple studios within the Boston market, ensuring each location meets or exceeds business goals.
- Partner with Studio Managers and Managing Dentists to drive operational excellence, member satisfaction, and financial performance.
- Implement and monitor standard operating procedures (SOPs) across the market to ensure consistency and efficiency.
- Serve as the primary point of escalation for studio-level challenges, working closely with the Leadership Team to develop solutions.
Financial & Performance Management
- Own market-level P&L and ensure studios are meeting financial goals, including revenue targets, cost controls, and efficiency measures.
- Conduct consistent financial reviews to identify trends, challenges, and opportunities for improvement.
- Drive operational KPIs, including staff scheduling efficiency, member visit completion, Net Promoter Score (NPS), and studio profitability.
- Identify and implement strategies to improve revenue through increased case acceptance and streamlined studio operations.
Studio Manager Development & Team Leadership
- Coach, mentor, and develop Studio Managers within the market to ensure they have the skills and support needed to run high-performing studios.
- Conduct regular in-studio visits to provide strategic leadership, training, and performance evaluations.
- Partner with HR and People Teams on talent acquisition, retention, and performance management initiatives.
- Foster a culture of accountability, collaboration, and professional growth across all studios in the market.
Clinical & Member Experience Excellence
- Collaborate with Managing Dentists and clinical teams to ensure seamless provider operations and an exceptional member experience.
- Lead efforts to improve patient satisfaction (NPS) scores by optimizing workflows, addressing patient concerns, and ensuring consistent service standards.
- Oversee resolution of clinical escalations, ensuring timely and effective problem-solving.
Operational Compliance & Risk Management
- Ensure that all studios within the market maintain full compliance with OSHA, HIPAA, and other regulatory requirements.
- Conduct regular audits and quality assurance checks to uphold Tend’s high standards of care and operational integrity.
- Work with Managing Dentists and compliance teams to implement and monitor clinical quality initiatives.
Facilities & Scheduling Oversight
- Ensure that all studios in the market maintain optimal staffing and scheduling to support business needs while maximizing patient access.
- Drive proactive facility management, ensuring that equipment, supplies, and infrastructure are properly maintained.
- Oversee scheduling practices to optimize efficiency and support patient needs, working with Studio Managers to address any gaps.
Experience & Qualifications:
- Bachelor’s degree preferred
- 5 years of leadership experience in dental, healthcare, or multi-unit operations (dental experience is mandatory)
- Proven ability to lead and develop multi-site teams
- Strong financial acumen, with experience managing budgets, P&L, and revenue growth initiatives
- Experience in process optimization, performance management, and operational excellence
- Exceptional communication and leadership skills, with a track record of driving business results
- Ability to work in a fast-paced, high-growth environment with agility and problem-solving skills
- Passion for delivering best-in-class patient experiences while ensuring business success
The Tend Difference
The highest standard of care, anywhere.
You’ll work with highly-esteemed clinical leadership and experience-obsessed colleagues to provide the best patient experience possible, with access to technology that’s head and shoulders above the average practice. You’ll have exciting opportunities to collaborate with talented team members to make visits extraordinary. Our hospitality-driven approach to care means that patients actually look forward to seeing you.
A top-tier clinical team who puts patients first.
We value science over sales, and promote a culture of warmth and hospitality — our teams are recognized for going the extra mile for our patients. We trust our providers to put patient needs first, and never implement production quotas. We offer a warm, collaborative culture and are proud to be an inclusive, curious team driven by excellence.
Innovate Dentistry. Tend to Others. Grow Together.
Tend has become beloved by patients and providers alike for combining beautiful work environments with cutting-edge clinical technology. Our providers are rewarded based on an innovative pay structure, as well as education programs that are training the next generation of industry leaders. And our top-notch total rewards packages include both best-in-class benefits and compensation. You’ll not only have the chance to be part of a thriving, industry-changing company, but empowered to become an expert in your field and supported through continuing education.
Tend is an Equal Opportunity Employer.
Tend is committed to promoting a work environment in which differences are respected, employees are treated fairly, and individual contributions are valued and rewarded. We are proud to be an Equal Opportunity Employer. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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