Dandy is looking for a Training Team Lead to supervise and elevate the performance of our frontline Trainers, ensuring a seamless onboarding experience for new customers. This role combines leadership, coaching, and process optimization in our high-growth environment.
What You'll Do
- Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers.
- Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support team members' professional growth.
- Build and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement.
- Foster a positive, collaborative team environment that prioritizes customer success and operational excellence.
- Develop and execute enablement strategies to enhance team skills, knowledge, and performance.
- Manage team schedules, including PTO and holiday coverage, to ensure seamless operations.
- Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements.
- Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
- Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams.
- Identify opportunities to enhance training content and resources, collaborating with cross-functional teams to ensure alignment and continuous improvement.
- Analyze team and customer performance data to inform decision-making and improve the onboarding process.
- Execute training strategies that align with company goals and maximize the team’s capacity and impact.
- Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery.
What We're Looking For
- 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech.
- 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting.
- Must be open to 20% travel and live within a 60-minute drive of an airport.
- Proven ability to manage and develop a team, driving measurable performance improvements.
- A hands-on problem solver with a passion for customer success and operational efficiency.
- Strong communication and collaboration skills, with the ability to work effectively across teams.
- Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach.
- Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements.
Nice to Have
- Familiarity with the dental industry or prior experience in dentistry.
- Workforce management experience, including scheduling and capacity planning.
- A positive attitude, sense of humor, and ability to foster a fun and engaging team culture.
Technical Stack
- Salesforce
- SFDC Scheduler
- Zendesk
- Portal
Team & Environment
You will lead a team of Trainers.
Benefits & Compensation
- Healthcare
- Dental
- Mental health support
- Parental planning resources
- Retirement savings options
- Generous paid time off
Work Mode
This is a hybrid position.
Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one.
