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Dandy · 22 hours ago

Senior Manager, CX Strategy & Operations

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

Dandy is transforming the massive and antiquated dental industry through technology. They are seeking a strategic and analytical Senior Manager, CX Strategy & Operations to lead initiatives that enhance customer experience and optimize operational processes.

Artificial Intelligence (AI)CADDentalHealth CareIndustrial AutomationLogisticsManufacturingSoftware

Responsibilities

Lead the planning, scoping, and management of high-priority, cross-functional strategic initiatives and programs (e.g., international expansion, AI-driven productivity systems)

Identify, map, and optimize core CX processes to improve efficiency, reduce friction, and enhance the overall customer and employee experience. Write SOPs and coordinate launch of new processes

Design and operationalize mechanisms, frameworks, and standardized playbooks that enable the CX organization to scale efficiently with business growth

Leverage qualitative and quantitative data to conduct deep-dive analysis on customer pain points, identify root causes, and translate insights into prioritized, actionable recommendations for training, product, and process improvements

Develop insights from customer feedback and success metrics to influence CX and partner teams’ roadmaps, service offerings, and improvement opportunities

Develop and execute a quality program to consistently deliver positive customer outcomes. Identify quality gaps and partner with Enablement to define training and development roadmaps

Partner closely with stakeholders in Customer Success, Operations, Product, Business Systems

Qualification

Strategy & OperationsProcess ImprovementData AnalysisProject ManagementCustomer ExperienceAgile MethodologyCross-functional LeadershipCommunication SkillsCollaborative Mindset

Required

8+ years in a Strategy & Operations, Business Operations, or Management Consulting role within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment

Proven ability to design and implement scalable and repeatable systems to solve complex organizational challenges, ensuring solutions can grow with the needs of a large, distributed workforce

Proven track record of designing, leading, and executing complex, cross-functional programs and strategic initiatives from concept to completion

Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels; executive presence

Understand how an effective support team drives customer satisfaction and retention

Experience with process improvement methodologies (e.g., Lean, Six Sigma) and agile project management

Comfort using large data sets to evaluate effectiveness and identify gaps; create hypotheses, test solutions, and measure business impact

Comfortable in a fast-paced, cross-functional environment; able to navigate ambiguity and deliver value in a highly-crossfunctional environment