Customer Experience Lead - Dandy : Job Details

**Customer Experience Lead**

at Dandy New York City, NY or Remote **About Dandy**

Dandy is a business-in-a-box for dentists. Our vision is to become the operating system for every dental office in America by leading the transition to digital dentistry for the $200 billion industry. Headquartered in New York City, Dandy is backed by the world's leading venture capital investors.

**About the Role**

Dandy is hiring a Customer Experience Lead to build client services infrastructure as we scale. This person will run and operate a team of CX Managers focusing on both people and people systems as well as process and infrastructure.

**What You'll Do**

* Build foundational client services infrastructure that will scale through hypergrowth through existing CX platform and call features

* Hire and onboard a high-performing team to deliver a best in-class experience to our dental practice clients across the nation with 24/7 support

* Work with leadership team to create a functional org structure setup for scale

* Lead the customer experience team comprised of both a technical dental and traditional customer experience employee base

* Work within strategy team to build out operational efficiencies and utilization metrics for a non-traditional CX organization

* Develop scalable knowledge management systems for all customer-facing teams.

* Wrangle a wealth of disparate data sources to drive strategic decision making and build out data foundations for scale

* Project manage new operational initiatives with stakeholders across the business (executive, operations, product, and IT)

* Assess and triage themes that come across the Support team and share back to the lab and PL organization for efficiency improvements

* Manage relationships with external partners to manage customer transfers and escalations; hold partners accountable to meet SLAs and preserve top-tier customer experience.

* Lead the effort on research and input strategy, including leading to effort to acquire data (interviews, surveys, CSAT), analyze feedback and share insights and recommendations with business unit executives and other leaders

**What We're Looking For**

* 6+ years of CX, customer success/ service, or client services work, ideally at a high-growth venture-backed software startup

* Track record of success in building new operational processes and an ability to work through ambiguity

* Experience leading teams of 100+

* Must have good commercial aptitude and the ability to work within a complex cross functional environment. This is a high profile role, regularly working with the leaders across the organization and will be highly visible within the business

* Highly process oriented - ability to drive improvements in complex cross departmental processes

* Experience using data to analyze performance and drive strategic decision making

**Bonus Points For**

* Outstanding professional references to share

* Experience with marketplace models

* Investment banking or management consulting backgrounds

* Part of a startup acquisition or IPO

* Relentlessly positive attitude, strong sense of humor, and the ability to have fun at work

**What Benefits We Offer**

* Fully sponsored best in class healthcare including medical, dental, and vision

* Competitive salary and equity packages

* 401k program

Dandy is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.

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