Clinical Operations Manager, Dental Technology

1 week ago

New York, New York, United States Lifelancer Full time

About Us

Dandy is a pioneering tech firm transforming the dental industry by integrating and simplifying every function of the practice through cutting-edge technology.

We are backed by leading venture capital investors and on an ambitious mission to empower dentists with innovation and world-class support. Our operating system for dental offices in America aims to achieve more for practices, people, and patients.

The Role

We are seeking a Head of Clinical Support Operations to build scalable systems and processes as we grow our support team. This role will drive data-driven initiatives and enhance customer satisfaction by working closely with diverse stakeholders.

This position is crucial in elevating our customer journey to new heights and driving long-term growth through strategic KPI-focused customer experience initiatives.

Your Responsibilities

  • Develop and implement technical customer experience infrastructure to deliver exceptional interactions with customers.
  • Identify pain points and areas of friction in the customer journey and collaborate with relevant teams to address them.
  • Define and regularly analyze key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and track progress over time.
  • Leverage disparate data sources to drive strategic decision-making and analyze performance.
  • Hire and lead a high-performing team to deliver a best-in-class technical experience to our dental practice clients.
  • Create and centralize processes to promote efficiency, quality, and the best customer experience across operational stakeholders (executive, operations, product, and IT).
  • Champion the voice of the customer within the organization, advocating for changes and improvements that enhance customer satisfaction.
  • Foster a collaborative and high-performance culture in a team-oriented environment that encourages open communication, continuous improvement, and mutual respect.

Requirements

  • 5+ years of operations and/or strategy work in a large-scale operations, high-growth startup, or big-tech environment.
  • Strong background in using data analytics to drive customer experience and KPI improvements to drive efficiency, quality, and the best customer experience.
  • Demonstrated ability to lead and expand omnichannel customer support teams, including phone support, live chat, and email, with involvement in both strategic growth and day-to-day operations.
  • Track record of success in building new operational processes and an ability to work through ambiguity.
  • Experience leading large teams as a "Manager of Managers".
  • Demonstrated ability to evaluate new product opportunities by bringing internal stakeholders and existing/new partners together.
  • Experience working as part of a high-performing interconnected operations team: ability to react quickly, as well as envision cross-functional solutions.
  • Willingness to roll up your sleeves and fix problems in a hands-on manner when needed.

Benefits

  • We offer a comprehensive and inclusive range of benefits, including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and paid time off.

About Lifelancer

Lifelancer is a talent-hiring platform connecting professionals with opportunities in Life Sciences, Pharma, and IT domains. We pride ourselves on being an equal-opportunity employer dedicated to creating an accessible and inclusive workplace.

Salary

$120,000 - $180,000 per annum, depending on experience.

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