Manager, CX Strategy & Operations

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients. About the Role: Dandy is hiring a strategic and performance-focused Manager, CX Strategy & Operations to join our rapidly growing venture-backed company. Our Customer Experience (CX) team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams across the globe. In this role, you will oversee multiple business process operations teams in different geographic locations focused on performance and stability of teams in each location. You’ll manage staffing and performance across multiple channels and locations, act as part of the CX leadership team to achieve CX objectives, and collaborate cross-functionally to drive operational excellence and preparedness for future growth. WHAT YOU’LL DO Vendor Management - Foster a high-performance culture built on accountability, empathy, and continuous improvement - Provide clarity, context, and communication to guide your team through change and ensure alignment with company goals - Own performance metrics, partnering with leads and agents to turn insights into action, strengthen team performance, and deliver exceptional outcomes for our customers - Use data-driven insights to identify trends, diagnose issues, take ownership of problems, and develop and execute action plans that improve team performance. - Experience and willingness to connect directly with customers to resolve escalated issues or to improve the relationship - Implement consistent coaching and feedback to agents directly to ensure improvement - Build and scale governance processes and VMO best-practices for the CX Offshore organization Operations & Resource Planning - Collaborate with CX Leadership and Vendor Account Management to recruit, interview, and onboard new agents, ensuring every new hire aligns with Dandy’s culture and customer-first values. - Partner with Workforce Management to optimize schedules, coverage, and staffing efficiency in order to meet service level objectives for all markets supported by the CX offshore team - Oversee all regional support teams, including extended workforce, ensuring consistent performance and alignment with Dandy’s brand and customer experience standards Cross-Functional Collaboration & Project Management - Partner with Enablement, Business Systems, and Operations teams to improve workflows and remove friction points for agents and customers - Document and provide follow-through on meeting actions and ensure timely follow-up. Update project deliverable trackers. - Oversee pilots and initiatives including managing multiple projects and providing reporting and presentation outputs - Lead or contribute to strategic projects that drive operational scalability, efficiency, and quality improvements - Collaborate with vendor partners to align goals, calibrate performance, and ensure seamless integration with internal teams WHAT WE’RE LOOKING FOR - Experience: 5+ years in customer experience, operations, or contact center management, including at least 2+ years leading people managers or large teams - Leadership: Proven ability to lead, coach, and hold accountable high-performing teams in a fast-paced environment - Operational excellence: Strong background in resource planning, Workforce management, vendor management, and service delivery - Program/project management: Skilled at delivering cross-functional initiatives & pilot rollouts from prior experience - Data-driven: Skilled at using performance metr…