Manager, CX Strategy & Operations

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. 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.

About the Role:

Dandy is hiring a strategic and performance-focused Manager, CX Strategy & Operations to join our rapidly growing venture-backed company. Our Customer Experience (CX) team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams across the globe.

In this role, you will oversee multiple business process operations teams in different geographic locations focused on performance and stability of teams in each location.

You’ll manage staffing and performance across multiple channels and locations, act as part of the CX leadership team to achieve CX objectives, and collaborate cross-functionally to drive operational excellence and preparedness for future growth.

What You’ll Do

Vendor Management

• 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

• Own 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.

• Experience and willingness to connect directly with customers to resolve escalated issues or to improve the relationship

• Implement consistent coaching and feedback to agents directly to ensure improvement

• Build and scale governance processes and VMO best-practices for the CX Offshore organization

Operations & Resource Planning

• Collaborate with CX Leadership and Vendor Account Management 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 for all markets supported by the CX offshore team

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

Cross-Functional Collaboration & Project Management

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

• Document and provide follow-through on meeting actions and ensure timely follow-up. Update project deliverable trackers.

• Oversee pilots and initiatives including managing multiple projects and providing reporting and presentation outputs

• 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
  

What We’re Looking For

• Experience: 5+ years in customer experience, operations, or contact center management, including at least 2+ years leading people managers or large teams

• Leadership: Proven ability to lead, coach, and hold accountable high-performing teams in a fast-paced environment

• Operational excellence: Strong background in resource planning, Workforce management, vendor management, and service delivery

• Program/project management: Skilled at delivering cross-functional initiatives & pilot rollouts from prior experience

• Data-driven: Skilled at using performance metrics and analytics to inform decisions and drive business outcomes

• Customer-focused: Deep understanding of how support operations impact the overall customer experience and willingness to interact directly with customers

• Collaborative & adaptable: Effective partnership across functions and comfortable navigating change and ambiguity

• Communication: Strong written and verbal English communicator with the ability to align teams and influence outcomes
  

Bonus Points For

• Background in healthcare, dental, or medical technology organizations

• Accustomed to US business practices and experience working cross-culturally

• Familiarity with workforce management tools and CRM platforms

• Experience scaling multi-lingual teams & overseeing multiple lines of business
  

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!

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