Operations Manager - Lab Network

Salary: $116.5K - $137K Location Type: Remote Employment Type: FullTime

Position Overview

Dandy is revolutionizing the dental industry, a sector valued at over $200B, by simplifying and modernizing practice operations through technology. With the backing of leading venture capital firms, Dandy is building the operating system for dental offices globally, equipping clinicians and their teams with innovative technology and exceptional support.

We are seeking a highly motivated Operations Manager to join our rapidly expanding team. This role is critical to our lab operations, focusing on driving the strategy and execution necessary to scale production efficiently and rapidly. You will be instrumental in building the operational foundation for hypergrowth, requiring a deep understanding of our lab network, including partner operations, bottlenecks, and capacity optimization. You will lead initiatives related to lab partner investments, operational scaling across a distributed network, and cross-functional coordination with teams like Shipping Logistics, Quality, and Product & Engineering.

This position is ideal for individuals who are energized by in-depth analysis, complex systems, and the creation of scalable infrastructure.

Key Responsibilities

Lab Network Strategy & Scale Planning

• Design and implement a capacity planning framework to support 10x volume growth across multiple third-party labs.
• Develop and refine our lab usage and investment strategy, determining optimal scaling strategies with each partner to enhance turnaround time, quality, and cost-efficiency.
• Build models to forecast lab capacity, assess throughput, and inform operational investment decisions.

Operational Performance & Tracking

• Own daily and weekly on-time ship rates, lab quality metrics, and SLA compliance across the entire lab network.
• Create and maintain dashboards for real-time visibility into lab performance and early risk identification.
• Collaborate with the Supply Chain team to implement commercial incentives and disincentives that drive operational improvements with lab partners.
• Partner with Data and Engineering teams to ensure infrastructure supports proactive decision-making during rapid scaling.

Cross-Functional Issue Resolution & Escalation Management

• Lead operational escalation responses, resolving issues related to shipping, intake, quality control, and SOP compliance.
• Serve as the central coordinator across Fulfillment, Customer Experience, Quality, and broader Operations to ensure responsive and seamless lab operations.
• Collaborate with Product and Engineering teams to develop technology solutions for systematic issue tracking, improved response times, and root-cause accuracy.

Process Optimization

• Identify systemic gaps in lab execution and implement scalable process improvements.
• Define and evolve Standard Operating Procedures (SOPs) to ensure consistency across a growing lab footprint.
• Document learnings from lab growth initiatives to create scalable playbooks for future lab partnerships and expansion.

Qualifications

• 4–7 years of experience in operations, strategy, or program management.
• Experience in custom manufacturing, logistics, healthcare, or dental/medical devices is a plus.
• Strong analytical skills, with experience in building dashboards and operational reporting (SQL, Looker, Excel).
• Excellent cross-functional communication and stakeholder management abilities.
• Comfort operating in a fast-paced, ambiguous environment with evolving priorities.
• Mandarin reading and speaking proficiency is a strong plus.

Travel & Location

• Based in the US.
• Willing and able to travel to China on a quarterly basis.

Company Information

Dandy offers a comprehensive suite of best-in-class benefits for its full-time employees, tailored to each country of operation.