DSOPro: What is your background, and how did you get involved in dentistry?
I was born and raised in New York City and came up through the retail world. I ran HR for several major brands, including David Yurman, Henri Bendel, and PINK, a multibillion-dollar business under Victoria’s Secret. I was also involved in extensive M&A work, helping to split L Brands into two publicly held companies: Bath & Body Works and Victoria’s Secret. My experience spans founder-led startups to established public and private equity-backed companies.
DSOPro: What initially drew you to HR as a career?
While attending business school at American University, I realized accounting wasn’t for me. An internship at Goldman Sachs confirmed I loved the pace of business but wasn’t passionate about spreadsheets. I switched my major to HR and was part of the school’s first cohort. I thrived in the program and landed a role with the AFL-CIO, building employee handbooks and learning the operational side of HR. That foundation eventually led me into strategic HR leadership roles.
DSOPro: When did this shift in your career begin?
Around 1999. From then on, I gravitated to businesses undergoing transformation—be it expansion, acquisition, or going public. Each business type—founder-led, PE-backed, public—comes with its own set of HR challenges. I’ve been fortunate to gain experience across the spectrum.
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DSOPro: How did you transition into healthcare and eventually Smile Brands?
After decades in retail, I felt I’d mastered the space and wanted a fresh challenge. I started exploring PE-backed portfolio companies in various sectors, including veterinary and dermatology. Dentistry stood out—it combined healthcare with a cosmetic aspect that aligned with my retail background. There were no immediate opportunities in dental, so I joined Confluent Health, a physical therapy company, where I led HR through rapid growth and several acquisitions. It was complex and energizing. But dental remained top of mind.
Smile Brands appealed to me because dentistry is both clinical and customer centric. There’s room to apply retail concepts—especially in the patient experience. Our CEO, Steve Bilt, truly understands this. He values outside-the-box perspectives and brought me in to help elevate our employees’ journey, which will directly impact creating a better patient experience.
DSOPro: What lessons from retail are you applying to dental care?
Both industries face shrinking talent pools and fierce competition. You must be creative with your talent acquisition strategies and build a culture people want to join. It’s not enough to post a great ad—people research you. You have to live your values in a way they can see and feel.
Smile Brands drew me in because the culture was already strong. We’ve since built on that, creating something special that helps us stand out to potential candidates.
DSOPro: What cultural elements at Smile Brands have impressed you the most?
The leadership team is truly engaged—they’re in the trenches, not figureheads. Our executive team is aligned and collaborative, and the fact that the founder is still deeply involved helps keep everyone focused on a shared vision.
We’ve also cultivated a vibrant doctor community. Through social platforms and internal communication channels, they regularly share experiences and best practices. It creates a real sense of belonging that goes beyond just working at the same company.
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DSOPro: How are you evolving your recruitment strategy?
Talent acquisition is top-of-mind for every Chief Human Resources Officer (CHRO), especially in a competitive labor market. At Smile Brands, we balance high-touch and high-tech. We still take the time to fly in specialists and doctors to meet with us in person or visit them on their turf. That extra step helps us share the story of who we are and make candidates feel like they’re joining something meaningful, especially at a time when many companies are scaling back on that kind of personal connection.
At the same time, we’re leaders in technology. Our AI chatbot, “Pearl E. White,” helps candidates navigate job openings and book interviews 24/7. It’s a seamless, modern experience. We were surprised by how many candidates prefer interacting through tech—our application conversion rates increased significantly after launching it.
DSOPro: How are you using data analytics to drive HR decisions?
I believe in the power of data. Data-driven facts drive better decisions. Smile Brands has invested heavily in business intelligence and AI. We track everything from productivity by location to patient care standards to ensure we’re delivering on our promises.
On the recruiting side, we use advanced targeting and boosted ads to reach the right candidates in key markets. Technology has helped us become more strategic and responsive across the board.
DSOPro: What advice do you have for HR leaders in rapidly growing dental organizations?
Keep evolving. HR leaders can get stuck in a comfort zone. I challenged myself by switching industries and learning healthcare from the ground up. You don’t necessarily have to change fields, but you should always seek new knowledge.
Recently, I attended an AI conference that pushed me out of my comfort zone. It’s essential to explore how tools like AI can become true copilots alongside humans in the workforce. Growth comes from discomfort.
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DSOPro: What does your role encompass today as CHRO?
My role spans the full HR spectrum—from attracting and retaining talent to overseeing compensation, benefits, performance management, and internal communications. I help shape our culture and guide organizational strategy.
One of my most important contributions is serving as an executive coach. I partner with Steve Bilt’s direct reports to optimize team structure and talent. HR is evolving into a performance-driving function, and I take pride in helping leaders get the most from their teams.
DSOPro: Anything else you’d like to add?
I want to highlight the strength of our leadership. Steve Bilt is a pillar in the DSO industry. His forward-thinking vision is what drew me to Smile Brands and what keeps the leadership team engaged and energized for the future. That kind of continuity is rare and incredibly valuable.
More from the Newsletter
Scott Mayo serves as the Chief Human Resources Officer at Smile Brands and is a member of the company’s Executive Management Team. In this role, he leads a dedicated team of human resources professionals committed to advancing the company’s vision of Smiles for Everyone.
Scott is a global human resources executive with decades of transformative senior leadership and management experience across retail, luxury goods, global manufacturing, and healthcare sectors. Throughout his career, he has empowered organizations by aligning talent strategies with business objectives. Before joining Smile Brands, Scott served as Chief People Officer at Confluent Health. He also held leadership positions at David Yurman, Henri Bendel, PINK, and Victoria’s Secret.
Scott earned a Bachelor of Science in Human Resources from American University in Washington, D.C. Originally from New York City, he now lives in Columbus, Ohio, with his wife, where they are raising their two daughters.
Smile Brands
We are 7,000 dedicated team members at over 600 affiliated dental offices all focused on a single mission of delivering Smiles For Everyone!® Smiles for patients, providers, employees, and community partners. Everyone. Our entire culture is designed to promote WIN-WIN relationships by treating people with respect and pursuing business process excellence that makes it easier to provide great patient care.
At Smile Brands, we believe culture matters. We believe that happier teams lead to happier patients, and we’ve got the happiest team in the dental industry. Our organization has twice been recognized on Glassdoor’s Best Places to Work list. And we are proud to be the second highest ranked healthcare provider in the U.S.
Smile Brands provides comprehensive business support services through exclusive long-term agreements with affiliate dental groups. Our supported dentists spend more time caring for their patients and less time on the administrative, marketing, and financial aspects of operating a dental practice. We were founded in 1998 by a management team that included co-founder and CEO Steve Bilt and CFO Brad Schmidt. Through acquisitions and the opening of new dental offices, Smile Brands has become a dominant player in the dental space with a rapidly growing number of affiliated practices across 29 states.
In keeping with our goal of delivering smiles, the company launched the Smiles for Everyone Foundation in 2011, which provides free care to communities with limited access to dental care in nine countries across the globe. To date, the foundation has delivered over $120 million in care, making it the largest dental mission in the world.