Job Description:

• Serve as the primary product and operational point of contact for Incisive's specialty lab network
• Work directly with lab partners to ensure seamless case transitions across the practice – Incisive – lab workflow
• Build and maintain strong working relationships with lab principals and production leads to facilitate open communication, surface friction early, and drive continuous improvement
• Manage and streamline onboarding of new labs into the Incisive network, including workflow documentation, pricing, integration readiness, and training
• Monitor lab capacity across the network and work proactively with labs and internal teams to prevent backlogs or case delays
• Define, track, and enforce quality standards for each lab’s fulfillment, including turnaround time, remake rate, and case acceptance criteria
• Develop escalation and remediation playbooks for quality issues, working with clinical support to resolve cases affecting practices
• Conduct regular performance reviews with lab partners, sharing data and jointly identifying areas for improvement
• Translate lab and practice workflow needs into clear, well-scoped product requirements, user stories, and acceptance criteria
• Partner with product and engineering to design, build, and iterate on software that improves case submission, status visibility, quality tracking, and lab communication
• Identify opportunities to automate manual touchpoints in the lab workflow, reducing friction for labs, practices, and the Incisive clinical team
• Define and own the KPIs that measure lab network health: turnaround time, on-time delivery rate, remake rate, case volume by lab and discipline, and practice satisfaction
• Build and maintain dashboards and reports that give internal stakeholders and lab partners clear visibility into performance
• Analyze case flow data to identify patterns, inefficiencies, and opportunities for routing or workflow improvements
• Deliver regular lab performance summaries to leadership, with clear recommendations and action plans
• Partner with Incisive’s sales and growth teams to align lab capacity and capabilities with new practice onboarding plans
• Work with clinical support to ensure the team has the tools, information, and processes needed to own every case from scan to delivery
• Collaborate with finance and operations on lab pricing, invoicing accuracy, and cost-per-case tracking
• Serve as the internal subject-matter expert on lab operations, educating stakeholders across the company on lab capabilities, constraints, and workflows
• Contribute to Incisive’s lab network strategy, including decisions about which specialties and geographies to expand into
• Evaluate new lab partners against defined criteria and lead the due diligence and onboarding process
• Identify opportunities for deeper lab integrations—including data exchanges, automated case routing, and co-developed workflows—that create durable competitive advantages
• Stay current on trends in dental lab technology, digital workflows, and materials to inform Incisive’s long-term product direction

Requirements:

• Operations or clinical operations experience in healthcare, dental, or a related field
• Demonstrated ability to build and manage external partner relationships, ideally with vendors, labs, or clinical service providers
• Strong data and analytics instincts—comfortable defining metrics, digging into data, and communicating findings to varied audiences
• Excellent communicator who can move fluidly between internal communications and operational conversations with lab partners
• Highly organized with strong project management skills and the ability to drive multiple workstreams simultaneously

Benefits:

• Target Bonus: 20%
• Equity Participation
• Medical, Dental, and Vision Benefits
• 401k with Company Match
• Unlimited PTO

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