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Senior Manager, Customer Experience Leader

2 months ago

New York, New York, United States Dandy LLC Full time
About Dandy LLC

Dandy LLC is a business-in-a-box for dentists, aiming to become the operating system for every dental office in America by leading the transition to digital dentistry for the $200 billion industry.

About the Role

We are seeking a highly skilled Senior Manager, Customer Experience to build and lead a team of CX Managers, focusing on both people and people systems, as well as process and infrastructure. This individual will be responsible for creating a best-in-class experience for our dental practice clients across the nation with 24/7 support.

Key Responsibilities:
  • Build foundational client services infrastructure that will scale through hypergrowth through existing CX platform and call features
  • Hire and onboard a high-performing team to deliver a best-in-class experience to our clients
  • Work with leadership to create a functional org structure setup for scale
  • Lead the customer experience team comprised of both technical dental and traditional customer experience employee base
  • Work within strategy team to build out operational efficiencies and utilization metrics for a non-traditional CX organization
  • Develop scalable knowledge management systems for all customer-facing teams
  • Wrangle a wealth of disparate data sources to drive strategic decision making and build out data foundations for scale
  • Project manage new operational initiatives with stakeholders across the business
  • Assess and triage themes that come across the Support team and share back to the lab and PL organization for efficiency improvements
  • Manage relationships with external partners to manage customer transfers and escalations; hold partners accountable to meet SLAs and preserve top-tier customer experience
  • Lead the effort on research and input strategy, including leading to effort to acquire data (interviews, surveys, CSAT), analyze feedback and share insights and recommendations with business unit executives and other leaders
Requirements:
  • 6+ years of CX, customer success/service, or client services work, ideally at a high-growth venture-backed software startup
  • Track record of success in building new operational processes and an ability to work through ambiguity
  • Experience leading teams of 100+
  • Must have good commercial aptitude and the ability to work within a complex cross-functional environment
  • Highly process-oriented - ability to drive improvements in complex cross-departmental processes
  • Experience using data to analyze performance and drive strategic decision making
Preferred Qualifications:
  • Outstanding professional references to share
  • 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 the ability to have fun at work
About Our Benefits

We offer a competitive salary and equity package, fully sponsored best-in-class healthcare, 401k program, and a positive work environment.

Dandy LLC is proud to be an equal opportunity employer, committed to building a diverse and inclusive culture and celebrating authenticity.