Senior Manager, Clinical Support Operations

Dandy is hiring a Head of Clinical Support Operations to build systems and processes as we scale our support team. Our business involves a diverse set of stakeholders, and the Head of Clinical Support Operations will work to drive data-driven initiatives and enhance customer satisfaction. This role is crucial in elevating our customer journey to the next level and driving long-term growth through strategic, KPI-focused customer experience initiatives.

What You’ll Do

• 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.

What We’re Looking For

• 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