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Dandy · 2 days ago

Manager, Regional CX Support Operations

United States

Full-time

Remote

Mid, Senior Level

6+ years exp

Dandy is transforming the dental industry through technology and exceptional customer support. They are seeking a Manager, Regional CX Support Operations to oversee a team responsible for delivering outstanding customer experiences while driving operational excellence and continuous improvement.

Artificial Intelligence (AI)CADDentalHealth CareIndustrial AutomationLogisticsManufacturingSoftware

Responsibilities

Directly manage and coach a team of Customer Support Leads to ensure consistent performance, engagement, and career development

Foster a high-performance culture built on accountability, empathy, and continuous improvement

Provide clarity, context, and communication to guide your team through change and ensure alignment with company goals

Collaborate with People Operations and CX Leadership to recruit, interview, and onboard new agents, ensuring every new hire aligns with Dandy’s culture and customer-first values

Partner with Workforce Management to optimize schedules, coverage, and staffing efficiency in order to meet service level objectives

Oversee all regional support teams, including extended workforce, ensuring consistent performance and alignment with Dandy’s brand and customer experience standards

Own regional performance metrics, partnering with leads and agents to turn insights into action, strengthen team performance, and deliver exceptional outcomes for our customers

Use data-driven insights to identify trends, diagnose issues, take ownership of problems, and develop and execute action plans that improve team performance

Implement consistent coaching and feedback loops to maintain excellence across all teams

Represent the needs, challenges, and successes of the North America support organization to CX leadership and cross-functional stakeholders

Provide input on global CX strategy, tooling, and process changes from a regional perspective

Advocate for both agents and customers to ensure decisions support the delivery of best-in-class experiences

Partner with Enablement, Business Systems, Quality, and Product teams to improve workflows and remove friction points for agents and customers

Lead or contribute to strategic projects that drive operational scalability, efficiency, and quality improvements

Collaborate with vendor partners to align goals, calibrate performance, and ensure seamless integration with internal teams

Qualification

Customer experience managementResource planningData-driven decision makingTeam leadershipWorkforce management toolsCRM platformsCross-functional collaborationCoachingDevelopmentCommunication skillsAdaptability