Remote Senior Manager, Clinical Support Operations

Summary

Join Dandy's mission to transform the dental industry by building systems and processes as we scale our support team. The Head of Clinical Support Operations will drive data-driven initiatives, enhance customer satisfaction, and lead a high-performing team.

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

• Healthcare
• Dental
• Parental planning
• Mental health benefits
• 401(k) plan
• Paid time off