Senior Manager, Clinical Support Operations

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 Head of Clinical Support Operations to build systems and processes as we scale our support team. Our business involves a diverse set of stakeholders, and the Head of Clinical Support Operations will work to drive data-driven initiatives and enhance customer satisfaction. This role is crucial in elevating our customer journey to the next level and driving long-term growth through strategic, KPI-focused customer experience initiatives.

What You'll Do

• Develop and implement technical customer experience infrastructure to enable our team to wow our customers in every interaction.

• Identify pain points and areas of friction in the customer journey and collaborate with relevant teams to address them.

• Define and regularly analyze key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and track progress over time.

• Leverage disparate data sources to drive strategic decision-making and analyze performance.

• Hire and lead a high-performing team to deliver a best-in-class technical experience to our dental practice clients.

• Create and centralize processes to promote efficiency, quality, and the best customer experience across operational stakeholders (executive, operations, product, and IT).

• Champion the voice of the customer within the organization, advocating for changes and improvements that enhance customer satisfaction.

• Foster a collaborative and high-performance culture in a team-oriented environment that encourages open communication, continuous improvement, and mutual respect.

What We're Looking For

• 5+ years of operations and/or strategy work in a large scale operations, high growth startup or big tech environment.

• Strong background in using data analytics to drive customer experience and KPIs improvements to drive efficiency, quality, as well as best customer experience.

• Demonstrated ability to lead and expand omnichannel customer support teams, including phone support, live chat, and email, with involvement in both strategic growth and day-to-day operations.

• Track record of success in building new operational processes and an ability to work through ambiguity

• Experience leading large teams as a “Manager of Managers”

• Demonstrated ability to evaluate new product opportunities by bringing internal stakeholders and existing/ new partners together

• Experience working as part of a high-performing interconnected operations team: ability to react quickly, as well as envision cross-functional solutions

• Willingness to roll up your sleeves and fix problems in a hands-on manner when needed

Req ID: J-301

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.