Operations Director

Location: Must be local to Leeds, LS11 – Travel around U.K. & Global

Reports to: Chief Executive Officer(s) / Senior Leadership Team

Level: Executive Leadership

Type: Full-time

Role Summary

Smile White is entering an exciting period of high-growth international expansion, including a strategic transition into the U.S. market. To support this next chapter, we are appointing an experienced and high-impact Operations Director to lead the scale-up of our operational infrastructure across both the UK and U.S. divisions.

This executive-level role will oversee and evolve core post-sale operational functions, including Treatment Coordination, Aftercare, Complaints, Retentions, and internal platform systems.

The Operations Director will drive performance across these departments while supporting investment readiness and commercial scalability as Smile White grows internationally.

The right candidate brings experience from a PE-backed, high-growth environment, ideally with exposure to international scale-up or pre-exit environments. They must be a high energy, highly influential operator with the technical mindset and leadership acumen to run diverse departments concurrently, align teams to ambitious KPIs, and deliver excellence across two geographies.

The role demands daily interaction with stakeholders and leadership, with full ownership of operational reporting, issue resolution, and cross-departmental accountability — always with a customer-first approach at the core.

Key Responsibilities

Strategic Operational Leadership

• Own daily delivery and performance of post-sale operations across both UK and U.S. markets.
• Build scalable systems, workflows, and talent models that enable Smile White’s global expansion.
• Ensure operational maturity aligns with revenue growth targets and investment milestones.

Cross-Divisional Oversight

• Manage multiple teams concurrently, including Treatment Coordination, Aftercare, Complaints, and Retentions.
• Lead development of internal software platforms including HubSpot, CRM and Dental Portals, ensuring they are fit for U.S. scale.
• Oversee performance management frameworks and real-time KPI tracking across all units.

Financial Reporting

• Report daily to executive stakeholders and partners on business movements, operational progress, and problem resolution.
• Collaborate with the Finance team to ensure accurate data visibility for investment and funding confidence.
• Support due diligence, board reporting, and stakeholder updates with operational clarity and transparency.

Change Management & International Projects

• Support major strategic initiatives including omnichannel transformation (e.g. Connex), U.S. territory mapping, and team capability scaling.
• Restructure and implement SOPs fit for dual-market operations.
• Drive change programs that increase efficiency, customer satisfaction, and cross-border standardisation.

Key Requirements

Experience & Credentials

• 8+ years in senior operations leadership within high-growth, PE-backed, or exit-prepared environments.
• Strong exposure to international expansion and managing operations across geographies (U.S. experience preferred).
• Proven ability to scale systems and teams while delivering against high commercial expectations.
• Confident in CRM strategy and implementation (HubSpot or equivalent), data systems, and process engineering.
• Background in healthcare, dental, or regulated industries is advantageous.

Leadership Attributes

• High energy, high influence — drives momentum and motivates teams across functions and geographies.
• Strategically technical — understands data, CRM, and workflow complexities while executing on commercial goals.
• Exceptional communicator — builds trust and alignment with stakeholders, board, and international teams.
• Customer-obsessed — ensures every decision leads to improved patient experience and retention.
• Fast, focused, and adaptable — thrives in a pacey, entrepreneurial environment with evolving priorities.

Success Indicators

• Seamless UK and U.S. operational alignment with measurable performance improvements.
• Investor and stakeholder confidence through transparent, accurate daily reporting.
• Clear reduction in cancellations, improved retention rates, and increased operational capacity.
• A scalable CRM, SOP, and workforce model to support continued geographic expansion.
• Teams that are accountable, high-performing, and aligned to Smile White’s growth vision.

Why Join Smile White?

• Join a category-defining dental brand at a pivotal moment of international expansion into the U.S.
• Influence and lead operational strategy at executive level with full SLT visibility and ownership.
• Help shape a business on the cusp of investment growth and global market positioning.
• Work with a visionary team committed to innovation, patient-first values, and world-class delivery.