Senior Manager, CX Systems & IT
Job description
About the role
In this pivotal role, you will spearhead the development and enhancement of customer experience systems and IT operations tailored for dental practices. Your focus will be on optimizing customer support technologies, managing hardware, and integrating innovative AI solutions. Reporting directly to the VP of Business Systems & IT, you will play a crucial part in shaping the customer experience landscape at Dandy.
Key facts
What you'll do
- Assume comprehensive responsibility for customer experience systems, including platforms like Zendesk and Snapcall, ensuring they are configured correctly with automated workflows and seamless data integration.
- Collaborate closely with the Engineering team to design, test, and roll out a new chat application powered by GenAI, enhancing interactions with Dandy's customers.
- Work alongside customer experience leaders to ensure that system functionalities align with the broader customer experience strategy, while managing the technical roadmap for Zendesk as the primary tool for case management and knowledge sharing.
- Partner with the IT department to oversee the physical hardware utilized in dental practices, ensuring that intraoral scanners operate effectively and that cases are accurately submitted to Dandy Labs.
- Act as a bridge between Customer Technology, IT, Product, and Engineering teams to translate business requirements into scalable and effective technical solutions.
- Establish, track, and report on critical performance metrics related to system uptime, efficiency of support tools, hardware functionality, and the effectiveness of GenAI self-service options.
- Lead initiatives to enhance customer support processes, leveraging data analytics to identify areas for improvement and implement necessary changes.
- Stay abreast of industry trends and emerging technologies to continually refine and advance Dandy's customer experience systems and strategies.
Requirements
- A minimum of 3 years of experience in leadership roles or managing strategic initiatives within customer experience systems in a dynamic, rapidly growing organization.
- At least 5 years of practical experience in managing, designing, and enhancing Zendesk or similar platforms (including Support, Talk, Chat/Messaging) within a complex business environment.
- Proven experience collaborating with Engineering teams on intricate technical projects that involve GenAI, natural language processing (NLP), chatbots, or automated messaging solutions.
- Exceptional communication skills to effectively convey technical and system architecture concepts into strategic insights for customer experience leadership, product development, and executive teams.
- A strategic approach combined with a hands-on attitude, including the ability to build workflows, troubleshoot hardware issues, and adapt to evolving business requirements.
- Strong analytical skills to assess system performance and identify opportunities for optimization.
Nice to have
- Experience working in mid-sized, high-growth technology firms, particularly in healthtech, dental, or hardware-enabled SaaS environments.
- Certifications as a Zendesk Administrator or Architect, or similar qualifications in related platforms.
- Familiarity with supporting hardware devices and troubleshooting related issues.
- Knowledge of modern APIs, Webhooks, and middleware solutions (such as Workato, Zapier, or custom integrations) for linking customer experience systems with internal databases.
- Experience operating within healthcare compliance frameworks, including HIPAA regulations.
Skills & tools
- Proficient in Zendesk
- Familiar with Snapcall
- Experience with GenAI technologies
- Knowledge of natural language processing (NLP)
- Understanding of chatbots and their implementation
- Familiarity with APIs and Webhooks
- Experience with integration tools like Workato and Zapier
Practical notes
Dandy provides a comprehensive benefits package that includes healthcare, dental coverage, mental health support, resources for parental planning, retirement savings options, and generous paid time off. We are committed to being an equal-opportunity employer and adhere to the Americans with Disabilities Act (ADA), offering accommodations during the interview process as needed. By submitting your application, you agree to Dandy collecting and processing your personal information for recruitment purposes.
About the company
A Dandy is a man who places particular importance upon physical appearance and personal grooming, refined language and leisurely hobbies. A Dandy could be a self-made man both in person and persona, who emulated the aristocratic style of life regardless of his middle-class origin, birth, and background, especially during the late 18th and early 19th centuries in Britain.