Assistant General Manager; AGM; Dental Lab

Job Summary

The Assistant General Manager (AGM) works hand in hand with the GM to support profitable growth and the day-to-day operation of the Bona Dent laboratory in Augusta, Georgia. This role is a hands‑on leader who partners with the General Manager to drive on‑time delivery, quality outcomes, customer satisfaction, and team development. The AGM helps coordinate workflows across departments, reinforces standard operating procedures, and serves as a key technical and relationship resource for dentists and internal teams, ensuring cases are completed to Bona Dent standards.

• Assist in managing daily lab operations, including review of incoming work, work distribution, scheduling, workflow, productivity, and quality control.
• Organize, prioritize, and plan daily workloads to ensure on‑time delivery while maintaining quality.
• Track cases through production, identify bottlenecks, and coordinate the quick resolution of issues.
• Maintain and improve standard operating procedures (SOPs) and visual standards for technical departments.

• Ensure QC checkpoints are performed consistently, and that fabrication meets Bona Dent standards.
• Personally perform and/or coordinate final quality checks for assigned accounts and high‑risk cases.
• Identify trends in internal and external remakes; lead root cause analysis and implement corrective actions.
• Support training and development plans to close skill gaps and improve quality and consistency.
• Apply continuous improvement practices (for example, Lean principles) to improve safety, efficiency, and profitability.

• Serve as a primary relationship owner for a defined group of accounts, as assigned.
• Communicate with dentists and office teams to confirm preferences, clarify prescriptions, and proactively address concerns.
• Field technical questions from customers and internal technicians; translate customer needs into clear production direction.
• Document customer communications, preferences, and commitments using CRM tools per company standards.
• Collect customer feedback and provide actionable recommendations to leadership on product, service, and process improvements.
• Support sales growth and retention through proactive outreach, follow‑up on remakes, product upgrades, and satisfaction check‑ins.
• Represent the Augusta laboratory professionally in customer meetings, office visits, and presentations, as assigned.

• Lead by example with a positive, accountable, service‑focused mindset.
• Help set daily and weekly priorities; reinforce expectations, goals, and accountability.
• Promote teamwork, communication, and collaboration across technical departments and customer‑facing partners.
• Serve as acting site leader in the General Manager’s absence, as assigned.

• Reinforce proper safety protocols, equipment use, and maintenance practices across the laboratory.
• Promote a clean, organized, and professional workplace that supports quality and productivity.
• Assist with inventory control of key materials and supplies to ensure uninterrupted production.

• Perform other duties and projects as assigned to support laboratory operations and business needs.

• On‑time delivery and workflow reliability
• Internal and external remake ratios and root cause resolution
• Customer satisfaction, retention, and account growth
• Employee productivity, training progress, and engagement
• Safety compliance and readiness of equipment and work areas
• Contribution to gross profit and cost control goals

• Associate degree in business management or a closely related field, or equivalent experience.
• 3+ years of dental laboratory experience.
• 2+ years of leadership experience (team lead, supervisor, department lead, or similar).
• Demonstrated ability to coordinate workflow, prioritize competing demands, and solve problems quickly.
• Strong customer relationship skills, including expectation setting, proactive communication, and issue resolution.
• Strong analytical, written, and verbal communication skills.
• Proficiency with MS Office (Outlook, Excel, Word, PowerPoint); experience with CRM tools preferred.
• Highly organized, detail‑oriented, and comfortable working in a fast‑paced environment.
• Ability to conduct oneself in a professional manner at all times.

• Work is primarily performed in a dental laboratory environment with exposure to typical lab materials and equipment.
• Must be able to move throughout the facility, work at a desk and on the production floor, and occasionally lift or move materials consistent with a lab environment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.