Senior Manager, CX Strategy & Operations

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.

Dandy is hiring a strategic and analytical Senior Manager, CX Strategy & Operations to join our rapidly growing venture-backed company. The Customer Experience team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams. In this role, you will be the critical link between the strategic vision of the Customer Experience organization and its flawless execution. This role requires a leader with a strong blend of strategic thinking, operational and analytical rigor, and cross-functional leadership. You will be responsible for designing, implementing, and optimizing the processes and systems that enable the Dandy support to scale efficiently, deliver world-class customer experiences, and drive measurable business outcomes. You will partner closely with CX leadership, CX support teams, Business Systems, Product, and other cross-functional teams impacting the customer experience to ensure our support teams deliver world-class customer outcomes.

What You’ll Do

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

• Process Design & Improvement: 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.

• Scalability & Efficiency: Design and operationalize mechanisms, frameworks, and standardized playbooks that enable the CX organization to scale efficiently with business growth.

• Root Cause Analysis: 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.

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

• Quality Management: 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.

• Cross-functional Partnership: Partner closely with stakeholders in Customer Success, Operations, Product, Business Systems

What We’re Looking For

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

• Strategic systems thinker: 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.

• Project management skills: Proven track record of designing, leading, and executing complex, cross-functional programs and strategic initiatives from concept to completion.

• Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels; executive presence

• Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention

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

• Data-Driven Decision Making: Comfort using large data sets to evaluate effectiveness and identify gaps; create hypotheses, test solutions, and measure business impact.

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

Bonus Points For

• Experience in healthcare, dental, or medical technology organizations

• Background in clinical workflows or digital health technology

• Expertise in CX platforms (e.g., Zendesk, Salesforce Service Cloud, Gainsight, Qualtrics)

• Experience establishing and scaling international multi-lingual support teams

• Deep understanding of customer journey mapping and design thinking methodologies

• Proficiency in data analysis, modeling, and reporting using tools like SQL

• MBA or Master's degree in a relevant field

Req ID: J-798

For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.

Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.

Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more!