Dandy is hiring a Senior Manager, CX Strategy & Operations to lead strategic initiatives and operational excellence for our Customer Experience organization. You will serve as the critical link between strategic vision and flawless execution, designing and optimizing processes and systems to enable world-class customer support at scale.
What You'll Do
- Lead the planning, scoping, and management of high-priority, cross-functional strategic initiatives and programs (e.g., international expansion, AI-driven productivity systems).
- Identify, map, and optimize core CX processes to improve efficiency, reduce friction, and enhance the overall customer and employee experience.
- Write SOPs and coordinate launch of new processes.
- Design and operationalize mechanisms, frameworks, and standardized playbooks that enable the CX organization to scale efficiently with business growth.
- Leverage qualitative and quantitative data to conduct deep-dive analysis on customer pain points, identify root causes, and translate insights into prioritized, actionable recommendations.
- Develop insights from customer feedback and success metrics to influence CX and partner teams’ roadmaps, service offerings, and improvement opportunities.
- Develop and execute a quality program to consistently deliver positive customer outcomes.
- Identify quality gaps and partner with Enablement to define training and development roadmaps.
- Partner closely with stakeholders in Customer Success, Operations, Product, and Business Systems.
What We're Looking For
- 8+ years in a Strategy & Operations, Business Operations, or Management Consulting role.
- Proven ability to design and implement scalable and repeatable systems to solve complex organizational challenges.
- Proven track record of designing, leading, and executing complex, cross-functional programs and strategic initiatives from concept to completion.
- Outstanding written and verbal communication skills; ability to simplify complex information and influence cross-functional partners at all levels.
- Customer-centric mindset; understand how an effective support team drives customer satisfaction and retention.
- Experience with process improvement methodologies (e.g., Lean, Six Sigma) and agile project management.
- Comfort using large data sets to evaluate effectiveness, create hypotheses, test solutions, and measure business impact.
- Collaborative, adaptable, and comfortable in a fast-paced, cross-functional environment; able to navigate ambiguity.
- Preference for experience within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment.
Nice to Have
- Experience in healthcare, dental, or medical technology organizations.
- Background in clinical workflows or digital health technology.
- Expertise in CX platforms (e.g., Zendesk, Salesforce Service Cloud, Gainsight, Qualtrics).
- Experience establishing and scaling international multi-lingual support teams.
- Deep understanding of customer journey mapping and design thinking methodologies.
- Proficiency in data analysis, modeling, and reporting using tools like SQL.
- MBA or Master's degree in a relevant field.
Team & Environment
This role is part of the Customer Experience team, partnering closely with CX leadership, CX support teams, Business Systems, Product, and other cross-functional teams.
Benefits & Compensation
- Healthcare coverage
- Dental coverage
- Mental health support
- Parental planning resources
- Retirement savings options
- Generous paid time off
Work Mode
This role operates in a global context.
Dandy is proud to be an equal-opportunity employer. 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, citizenship or immigration status, or any other legally protected characteristics.
