Company Description
Based in Atlanta, Georgia, USA. 3Sixty is a pioneering company in the field of 3D Digital Implantology, dedicated to serving dental professionals. 3Sixty offers a comprehensive portfolio of advanced products and services, designed to revolutionize dental practices. Known for its innovative solutions, the company strives to set benchmarks in the dental industry, promoting accuracy and efficiency in implantology processes.
Role Description
The Operations Coordinator is responsible for monitoring incoming and active orders in 3sixty to ensure that no orders falls through the cracks. The role will track SLA performance, identify stalled or at-risk cases, escalate blockers, and provide regular visibility to the Head of Operations on operational risks, bottlenecks, and recurring issues.
This role serves as an operational control point within the function, allowing the Head of Operations to maintain oversight without needing to be involved in day-to-day case-level monitoring.
Key Responsibilities
- Monitor all incoming, open, and aging cases in 3sixty on a daily basis.
- Ensure each case has clear ownership, correct status, priority, SLA target, and next action.
- Track case progress against agreed SLAs and proactively flag cases that are at risk of delay or breach.
- Identify cases that are unassigned, stalled, overdue, misrouted, or lacking sufficient updates.
- Escalate blockers to the relevant teams, functions, or managers in a timely manner and follow through until resolution.
- Maintain strong case hygiene standards across the operation, ensuring data quality and process compliance in 3sixty.
- Produce daily, weekly, and monthly reports for the Head of Operations on SLA performance, backlog health, blocker trends, and operational risks.
- Highlight recurring issues, root causes, and process gaps impacting case flow and service delivery.
- Coordinate with team leads and operational stakeholders to resolve bottlenecks and improve case handling effectiveness.
- Support the continuous improvement of case management processes, controls, and reporting.
- Ensure operational exceptions are visible early and escalated before they impact service performance or customer outcomes.
Skills and Experience
- 25 years of experience in operations coordination, case management, service operations, workflow monitoring, or a similar operational support role.
- Experience working with case management systems, ticketing platforms, CRM systems, or workflow tools.
- Strong understanding of SLA-driven operations and service performance tracking.
- High attention to detail with the ability to identify risks, gaps, and anomalies quickly.
- Strong organizational and follow-up skills.
- Ability to work across teams and escalate issues constructively and effectively.
- Strong reporting and analytical skills, including the ability to interpret operational data and identify trends.
- Good written and verbal communication skills.
- Proficiency in Excel and reporting tools; experience with dashboards is an advantage.
- Experience in a fast-paced operational environment is preferred.
- Experience in the dental industry is a great addition.
