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Senior Manager, Customer Experience Lead
2 months ago
Dandy is a pioneering business solutions provider for the dental industry, aiming to revolutionize the way dental offices operate. Headquartered in New York City, Dandy is backed by leading venture capital investors and is committed to becoming the operating system for every dental office in America.
About the RoleWe are seeking a highly skilled Customer Experience Senior Manager to join our team at Dandy. This individual will be responsible for building and leading a team of CX Managers, focusing on both people and process systems, as well as infrastructure and operational efficiency.
Key Responsibilities- Develop and implement foundational client services infrastructure to support hypergrowth through our existing CX platform and call features.
- Hire and onboard a high-performing team to deliver exceptional customer experiences to our dental practice clients across the nation, with 24/7 support.
- Collaborate with the leadership team to establish a functional organizational structure that supports scalability.
- Lead the customer experience team, comprising both technical dental and traditional customer experience professionals.
- Work with the strategy team to build operational efficiencies and utilization metrics for a non-traditional CX organization.
- Develop scalable knowledge management systems for all customer-facing teams.
- Manage and analyze disparate data sources to drive strategic decision-making and build data foundations for scale.
- Project manage new operational initiatives with stakeholders across the business, including executive, operations, product, and IT teams.
- Assess and triage themes that come across the Support team and share insights with the lab and PL organization for efficiency improvements.
- Manage relationships with external partners to manage customer transfers and escalations, ensuring top-tier customer experiences.
- Lead research and input strategy, including acquiring data through interviews, surveys, and CSAT analysis, and sharing insights with business unit executives and leaders.
- 6+ years of experience in CX, customer success/service, or client services, preferably at a high-growth venture-backed software startup.
- Track record of success in building new operational processes and ability to work through ambiguity.
- Experience leading teams of 100+ professionals.
- Strong commercial aptitude and ability to work within a complex cross-functional environment.
- Highly process-oriented, with the ability to drive improvements in complex cross-departmental processes.
- Experience using data to analyze performance and drive strategic decision-making.
- Outstanding professional references.
- Experience with marketplace models.
- Investment banking or management consulting backgrounds.
- Part of a startup acquisition or IPO.
- Relentlessly positive attitude, strong sense of humor, and ability to have fun at work.
Dandy offers a comprehensive benefits package, including fully sponsored best-in-class healthcare, competitive salary and equity packages, 401k program, and a commitment to building a diverse and inclusive culture.
