Training Team Lead

Summary

Join Dandy's Training Team as a Team Lead and supervise a group of Trainers who onboard new customers. This role blends leadership, coaching, and process optimization to ensure a smooth onboarding experience. As a data-driven leader, you will manage team performance, operational efficiency, and customer satisfaction. Up to 20% travel is required for in-practice learning and Trainer support. You will develop and execute enablement strategies, optimize operations, and analyze performance data to improve the onboarding process. The ideal candidate is a proactive problem-solver passionate about customer success and operational efficiency.

Requirements

• 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech
• 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting
• Must be open to 20% travel and live within a 60-minute drive of an airport
• Proven ability to manage and develop a team, driving measurable performance improvements
• A hands-on problem solver with a passion for customer success and operational efficiency
• Strong communication and collaboration skills, with the ability to work effectively across teams
• Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach
• Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements

Responsibilities

• Lead and Develop a High-Performing Team
• Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers
• Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support team members' professional growth
• Build and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement
• Foster a positive, collaborative team environment that prioritizes customer success and operational excellence
• Develop and execute enablement strategies to enhance team skills, knowledge, and performance, ensuring Trainers are equipped to deliver a best-in-class onboarding experience
• Optimize Operations and Customer Onboarding
• Manage team schedules, including PTO and holiday coverage, to ensure seamless operations
• Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements
• Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability
• Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams
• Identify opportunities to enhance training content and resources, collaborating with cross-functional teams to ensure alignment and continuous improvement
• Drive Strategic Impact and Innovation
• Analyze team and customer performance data to inform decision-making and improve the onboarding process
• Execute training strategies that align with company goals and maximize the team’s capacity and impact
• Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery

Preferred Qualifications

• Familiarity with the dental industry or prior experience in dentistry
• Workforce management experience, including scheduling and capacity planning
• A positive attitude, sense of humor, and ability to foster a fun and engaging team culture

Benefits

• Healthcare
• Dental
• Mental health support
• Parental planning resources
• Retirement savings options
• Generous paid time off