Dandy is looking for a Training Team Lead to lead and develop a team of Trainers responsible for customer onboarding. In this role, you will optimize operations and customer onboarding processes while driving strategic impact and innovation through data analysis.
What You'll Do
- Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience.
- Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support professional growth.
- Build and implement a Quality Assurance (QA) strategy to audit performance 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.
- 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.
- 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 frontline Trainers.
Benefits & Compensation
- Healthcare
- Dental
- Mental health support
- Parental planning resources
- Retirement savings options
- Generous paid time off
Work Mode
This position operates on a hybrid work model.
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.
