Training Lead

About the role

dandy is modernizing the dental industry with technology. We are seeking a Training Lead to guide our team of onboarding specialists. This role focuses on developing our trainers, refining processes, and ensuring a great customer start.

Key facts

What you'll do

• Guide and develop a team of trainers who onboard new customers.
• Conduct regular one-on-one meetings, review performance indicators, and support team members' career development.
• Establish and implement a quality assurance program to monitor performance and drive improvements.
• Cultivate a supportive and collaborative team atmosphere focused on customer success.
• Create and execute programs to enhance trainer skills and knowledge for superior onboarding.
• Manage team schedules, including time off, to ensure smooth operations.
• Identify and address operational challenges, working with other departments to implement solutions.
• Develop and update standard operating procedures for consistency and efficiency.
• Collaborate with technical teams to resolve issues with systems like Salesforce, SFDC Scheduler, Zendesk, and Portal.
• Suggest enhancements to training materials and resources, coordinating with relevant teams.
• Analyze performance data to inform decisions and improve the onboarding journey.
• Implement training strategies aligned with company objectives to maximize team effectiveness.
• Serve as a point of contact for complex customer issues, ensuring prompt resolution.

Requirements

• A minimum of 3 years of professional experience in fast-paced settings like startups, consulting, or technology.
• At least 2 years of direct management experience, leading small teams in a dynamic business environment.
• Demonstrated success in managing and developing teams to achieve measurable performance gains.
• A proactive approach to problem-solving, with a strong focus on customer satisfaction and operational efficiency.
• Excellent communication and interpersonal skills for effective cross-functional collaboration.
• Ability to navigate ambiguity and high-volume work environments resourcefully.
• A curious and analytical mindset, comfortable using data to drive improvements.

Nice to have

• Experience within the dental sector or prior work in a dental practice.
• Background in workforce management, including scheduling and capacity planning.
• A positive outlook and a sense of humor to contribute to a positive team culture.

Skills & tools

• Salesforce
• SFDC Scheduler
• Zendesk
• Portal

Practical notes

• This role involves up to 20% travel for in-person learning and trainer support.
• dandy offers comprehensive benefits packages for full-time employees, including healthcare, mental health support, retirement savings, and paid time off, tailored to local regulations.
• dandy is an equal-opportunity employer committed to diversity and inclusion. Accommodations are available for individuals with disabilities during the application and interview process.
• By applying, you consent to the collection and processing of your personal information for recruitment purposes, in accordance with privacy policies and GDPR.