Candela Corporation is a leading global aesthetic device company with a comprehensive product portfolio and a global distribution footprint. We are the market leader in the development, manufacturing, and distribution of medical and aesthetic laser and light-based technologies. The Company’s technology enables physicians to provide advanced solutions for a broad range of medical-aesthetic application including hair removal, wrinkle reduction, tattoo removal, improving the skin’s appearance through the treatment of benign vascular and pigmented lesions, and the treatment of acne, leg veins, scarring and other common indications.
Candela develops products for the global aesthetic market. These products begin as concepts developed by Candela’s world-class team of scientists and engineers or as acquired or licensed technologies. These programs are supported by Candela’s global business unit, clinical, regulatory, and quality teams and are managed through our Product Development Process (PDP) and Quality Management System (QMS).
The Company’s headquarters are in Marlborough, Massachusetts, US, with an additional R&D facility in Yokneam, Israel and commercial locations across Asia Pacific, and Europe. Products are sold direct in 18 countries worldwide and through distributors in over 60 others and are supported by field sales, field service, clinical education and marketing organizations.
General Summary
The Glacē Experience Center (GEC) Program Administrator manages the operational hub of the GEC network, supporting a national program that connects prospective customers with top-performing Glacē practices for product demonstrations and peer references.
This role is responsible for managing the end-to-end coordination of GEC engagements, ensuring prospective customers are connected with the most appropriate GEC sites and that all interactions are tracked through completion. The Administrator maintains the operational records and reporting required to support program governance, performance monitoring, and continuous improvement. Acting as the central point of contact for the network, this position oversees scheduling, utilization tracking, communications, educational resources, and reporting. The role also plays a key part in advancing the program’s scalability by leading the evolution from manual coordination processes to a streamlined, self-service scheduling and automation model.
Essential Job Responsibilities
Demo Coordination
- Serve as the live point of contact for prospect demo requests submitted through the eStore zip-code lookup and managing intake forms
- Review incoming intake submissions (name, email, contact, address) and match each prospect to the appropriate GEC site by geography and availability
- Reach out to the GEC site directly to confirm scheduling and connect both parties; confirm a backup center where the primary site cannot accommodate a request
- Maintain the master scheduling calendar as the single source of truth for site availability and booked demos
- Support the transition from manual scheduling to self-service, practice-led booking as automated e-store infrastructure is validated and rolled out
Usage Tracking & Reporting
- Maintain a running log of requested versus completed demos per site, including conversion rate by center. Track cancelled, incomplete demos/ site
- Compile usage data, scheduling trends, and at-risk or underperforming sites ahead of quarterly governance review
- Flag low demo-conversion patterns for follow-up, distinguishing relationship, timing, clinical, or availability-driven causes
- Updating CRM with demo requests (MQLs) and demo completion (MSO)s; Partnering with Channel Marketing on process and reporting
Post-Demo Follow-Up & Compensation
- Process demo compensation/honorarium payments to GEC sites per the program's payment schedule once a demo is confirmed complete
- Collect, manage and report on structured post-demo feedback from both the host site and the prospect
- Route feedback themes (clinical, experiential, or logistical etc) back into the quarterly governance review process.
- Follow up with field sales post completion of demo’s
Network & Relationship Support
- Act as the operational Candela point of contact for GEC sites on day-to-day scheduling, materials, and program questions, escalating relationships or clinical issues to program leadership
- Confirm branding materials are sent, received, and displayed at each site ahead of scheduled demos or events. Partner with Practice marketing
- Monitor that sites remain within program role boundaries (e.g., no independent pricing, no unsupported clinical claims, no dealer activity) and escalate concerns appropriately
- Support and manage selection of new sites. Support onboarding of newly confirmed GEC sites, including contract sign-off
Program Governance Support
- Prepare data and materials for the quarterly governance review across all seven GEC pillars (Relationship, Clinical Standard, Availability, Scheduling, Candela POC, Branding Materials, Usage Tracking)
- Maintain the rolling multi-quarter capacity calendar, including identification of backup centers by region
- Coordinate with the Market Research team on practice surveys related to scheduling readiness, booking infrastructure, and communication preferences, and follow up on outstanding responses
Communications and Education
- Coordinate with the Market Research team on practice surveys related to scheduling readiness, booking infrastructure, and communication preferences as needed, and follow up on outstanding responses
- Coordinate with Clinical, Practice Marketing and Product Marketing to support ongoing education, training and marketing programs
- Maintain Email / newsletter communication with GEC network
Knowledge/Educational Requirements
- BA or BS degree in business administration, e.g., management, marketing, finance, research analytics or liberal arts, e.g., communication
- 3+ years of experience in program coordination, customer success operations, scheduling/logistics, or a related operational role
- Experience supporting KOL, advocacy, or peer-reference programs
- Experience in medical devices, aesthetics/ medical aesthetics, practice management field
- Strong organizational skills with proven ability to manage and track a high volume of time-sensitive requests across a multi-state network and multiple stakeholders
- Conversant in the English language, verbal/written communication; exhibits excellent presentation, analytical and organizational skills; comfortable corresponding directly with physician/ medical aesthetic practices and internal stakeholders at all levels
- Demonstrated ability to maintain accurate, structured tracking logs and reporting (e.g., excel spreadsheets, CRM, or scheduling tools)
- Familiarity with eStore/e-commerce lead-routing, CRM systems, or online scheduling platforms.
This job description is not all inclusive and is intended to capture a majority of the job functions. Special projects and other tasks may be required by management.
