Manager, CX Strategy & Operations

About the role

You will own the end-to-end customer experience operations strategy for Dandy's global dental platform, defining how support, success, and service excellence align with the company's product and growth objectives. In this capacity, you will act as the operational steward of the CX organization, ensuring that processes, people, and technology work in harmony to serve clinicians and patients around the world. You will translate high-level business goals into concrete operational roadmaps, establishing clear metrics, governance, and accountability structures for every offshore team. You will partner closely with leadership to anticipate market shifts, stress-test capacity, and design contingency plans that keep the customer journey seamless during periods of change. Through hands-on engagement with escalated cases and direct interaction with customers, you will close the loop between insight and action, turning feedback into durable improvements in quality and efficiency. You will mentor managers and agents on best practices, embedding a culture of continuous improvement rooted in empathy, data, and accountability. Ultimately, this role is about building the operating system for Dandy's CX organization, ensuring it is resilient, scalable, and aligned with the long-term vision of transforming the dental industry.

Key facts

What you'll do

Define and own the end-to-end customer experience strategy for Dandy's global operations, aligning process, people, and technology with business priorities.

Build and maintain a high-performance culture grounded in accountability, empathy, and continuous improvement across all CX teams.

Translate executive and cross-functional objectives into clear operational roadmaps, metrics, and governance models for offshore support organizations.

Partner with leadership to manage performance metrics, diagnose root causes of gaps, and drive data-informed action plans that improve team productivity and customer outcomes.

Provide clarity, context, and consistent communication to guide teams through change while maintaining alignment with Dandy's mission and customer-first values.

Directly engage with escalated customer issues to resolve complex cases and strengthen key relationships, ensuring trust and credibility with internal and external stakeholders.

Implement structured coaching and feedback frameworks for agents and managers, using performance data to target specific behaviors and drive measurable improvement.

Design, build, and scale governance processes and VMO best-practices to standardize workflows, documentation, and quality standards across the CX offshore organization.

Collaborate with Workforce Management and Vendor Management to optimize schedules, forecast demand, and maximize staffing efficiency in support of service level objectives.

Oversee extended workforce structures, ensuring consistent performance, brand adherence, and operational stability across all regional support teams.

Partner with Enablement, Business Systems, and Operations to identify friction points, streamline workflows, and implement solutions that improve both agent and customer experience.

Document decisions, action items, and meeting outcomes with rigorous follow-through, maintaining up-to-date project trackers and deliverable registers.

Lead and contribute to cross-functional pilot programs, managing timelines, dependencies, and stakeholder expectations while delivering clear reporting and presentation outputs.

Drive strategic projects that unlock scalability, process efficiency, and quality improvements across the customer journey.

Collaborate with external vendor partners to align on goals, calibrate performance, and ensure seamless integration with Dandy's internal teams and systems.

Use data and analytics to monitor trends, forecast needs, and proactively manage risks that could impact service quality or team stability.

Champion a customer-obsessed mindset by modeling direct customer interaction and encouraging leaders to engage with the voice of the customer.

Requirements

Bring a minimum of 5 years of progressive experience in customer experience, operations, or contact center management, with at least 2 years leading people managers or large, distributed teams.

Demonstrate a proven ability to lead, coach, and hold accountable high-performing teams in a fast-paced, dynamic, and often ambiguous environment.

Show strong operational excellence with deep experience in resource planning, workforce management, vendor management, and end-to-end service delivery for complex support organizations.

Have a track record of program and project management, including the ability to deliver cross-functional initiatives and pilot rollouts from design through execution and evaluation.

Be data-driven in your decision-making, skilled at interpreting performance metrics and analytics to inform actions that improve business outcomes.

Possess a deep, genuine customer-focused orientation, with a clear understanding of how support operations shape the overall customer experience and willingness to engage directly with customers when needed.

Act as a collaborative and adaptable partner, working effectively across functions, geographies, and time zones while navigating change and ambiguity with resilience.

Communicate clearly and persuasively in writing and verbally in English, with the ability to align stakeholders, resolve conflicts, and influence outcomes at all levels.

Commit to upholding Dandy's values in every interaction, demonstrating integrity, empathy, and a strong sense of ownership in all work products.

Nice to have

Prior experience in healthcare, dental, or medical technology organizations, providing context for the industry-specific nuances of the business.

Comfort operating within US business practices and collaborating effectively across cultures in a global, virtual-first environment.

Familiarity with workforce management tools, CRM platforms, and customer support technology stacks used to manage large-scale operations.

Experience scaling multi-lingual teams and overseeing multiple lines of business or service offerings in a single operations role.

Practical notes

This is a full-time position based in Cairo, Egypt, aligned with local working hours to support global collaboration.

Travel requirements, visa regulations, and application deadlines will be communicated in subsequent hiring stages as needed.