Manager, Implementation

Henry Schein, Inc.

Job Overview

Location

United Kingdom - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead and develop a team of Onboarding Success Managers to deliver an effortless onboarding experience for all new UK customers adopting Henry Schein One’s practice management software.
• Coach team members in best practices, fostering continuous professional development and leading by example to cultivate a customer-first culture.
• Motivate and inspire the team to consistently exceed onboarding targets and KPIs, ensuring high levels of customer satisfaction and retention.
• Maintain a trusting, collaborative team environment that enables high performance, psychological safety, and mutual accountability.
• Lead end-to-end recruitment efforts for the onboarding team, identifying, attracting, and hiring top talent aligned with company values.
• Champion customer onboarding excellence across local and international teams, ensuring alignment with product development and global best practices.
• Develop and implement onboarding process improvements by translating customer feedback and operational insights into actionable initiatives.
• Distil key customer themes and pain points from onboarding interactions and present strategic recommendations to product and senior leadership teams.
• Proactively collaborate with cross-functional teams—including product, sales, and support—to ensure seamless customer experiences and timely resolution of onboarding challenges.
• Partner with systems and analytics teams to refine data pipelines and reporting tools that track internal performance metrics and customer experience indicators (CES, CSAT).
• Stay current with industry trends in SaaS onboarding, customer success, and technology adoption to continuously enhance team effectiveness and customer outcomes.
• Maintain a first-hand understanding of the customer journey by regularly shadowing team members and directly engaging with onboarded customers for feedback.
• Manage multiple concurrent customer onboarding projects with precision, ensuring high standards of quality, timeliness, and attention to detail.
• Utilize project management tools such as Jira, HubSpot, and LMS platforms to coordinate workflows, track progress, and report on team performance.
• Demonstrate strong organizational skills to prioritize competing demands while maintaining clarity and focus on strategic objectives.
• Apply a problem-solving mindset to identify innovative solutions to systemic onboarding bottlenecks and customer adoption barriers.
• Leverage office software including MS Office, Slite, and Slack for communication, documentation, and team coordination.
• Promote an inclusive and diverse workplace culture consistent with Henry Schein One’s core values of Community, Caring, and Career.

🎯 Requirements

• 7+ years’ experience in team management and customer onboarding, preferably in a SaaS or technology-driven environment
• Demonstrated success in building and scaling high-performing teams with a focus on continuous improvement
• Strong project management skills with proficiency in tools such as Jira, HubSpot, and LMS platforms
• Superior communication and interpersonal skills with ability to build relationships across internal and external stakeholders
• Experience driving customer adoption of new technologies and managing change within customer onboarding processes
• Strong organizational skills with ability to manage multiple complex onboarding projects simultaneously

🏖️ Benefits

• Work at a company recognized as one of the Sunday Times UK’s Best Places to Work
• Remote work flexibility across the United Kingdom
• Inclusive and diverse workplace culture that values equal opportunity and individual authenticity
• Opportunity to shape customer experience strategy in a mission-driven health technology company
• Professional growth through mentorship, leadership development, and exposure to global product teams
• Alignment with core company values of Community, Caring, and Career

Skills & Technologies

Remote

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Henry Schein, Inc.

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About Henry Schein, Inc.

Henry Schein, Inc. is a Fortune 500 distributor of healthcare products and services to office-based dental, animal health, and medical practitioners. Founded in 1932 and headquartered in Melville, New York, the company supplies pharmaceuticals, equipment, software, and practice-management solutions across more than 30 countries. Its offerings include infection-control products, diagnostic equipment, vaccines, and financial services, supported by a global logistics network and value-added consulting. The firm also operates continuing-education programs and sustainability initiatives, serving approximately one million customers while emphasizing efficient supply-chain management and integrated technology platforms for healthcare practices.

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