Customer Experience Capacity Facilitator

Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world's leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.

About the Role

Dandy is hiring a Customer Experience Capacity Facilitator to join our rapidly growing venture-backed company. The Customer Experience team delivers best in class dental technical knowledge and customer service in a timely manner. In this role, you’ll help facilitate, schedule, and plan the operation for all of our Customer Experience teams.

What You'll Do

• Gain an in-depth understanding of all customer service department's processes and functions. Identify key variables that influence capacity, then develop and suggest changes for enhancing workflow optimization.

• Manage day-to-day capacity operations including scheduling and staffing.Implementing necessary changes smoothly and managing change effectively.

• Communicate with supervisors and managers about any scheduling gaps, conflicts or changes that need to be implemented.

• Responsible for weekly staffing and headcount allocation planning decisions based on analyzing volume and demand data.

• Maintain, refine and/or improve operational tooling to meet customer expectations.

What We're Looking For

• 3+ years of capacity management experience required, preferably within a customer support function.

• Skilled at learning an operations strengths, identifying and communicating areas of opportunity

• Ability to prioritize tasks and delegate when appropriate across multiple systems/tooling

• Desire to work in a high-velocity, ambiguous, and business-critical environment.

• Adapts to change quickly and easily and performs effectively during times of change; demonstrates the ability to multi-task and manages competing priorities effectively

• Builds respectful and effective working relationships; collaborates with others to achieve common goals

• Conveys information clearly and concisely, both verbally and in writing; adjusts communication to meet the needs of the audience

• Basic understanding of CRM Tech platforms and tooling, with the ability to learn new platforms quickly.

• Familiarity with balancing state regulations and capacity demands.

Req ID: J-300

We offer a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and paid time off.

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 move at Dandy speed and do everything in our power to meet your needs.