Dandy is hiring a
Head of Clinical Support Operations

Summary

The job description is about a Head of Clinical Support Operations role at Dandy, a tech-driven dental industry transformer. The role involves developing technical infrastructure for customer experience, identifying pain points, defining KPIs, leveraging data sources, hiring and leading a team, creating processes, championing the voice of the customer, fostering a collaborative culture, and requiring 5+ years of operations or strategy work experience.

Requirements

• 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

Responsibilities

• 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

Benefits

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