[Remote] Manager, Regional CX Support Operations at Dandy

United States

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$116,500 – $137,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Dental, Healthcare, TechnologyIndustries

Requirements

6+ years in customer experience, operations, or contact center management
At least 2+ years leading people managers or large teams
Proven ability to lead, coach, and develop high-performing teams in a fast-paced environment
Strong background in resource planning, workforce management, and service delivery
Skilled at using performance metrics and analytics to inform decisions and drive business outcomes
Deep understanding of how support operations impact the overall customer experience

Responsibilities

Directly manage and coach a team of Customer Support Leads to ensure consistent performance, engagement, and career development
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
Collaborate with People Operations and CX Leadership 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
Oversee all regional support teams, including extended workforce, ensuring consistent performance and alignment with Dandy’s brand and customer experience standards
Own regional performance metrics, partnering with leads and agents to turn insights into action, strengthen team performance, and deliver exceptional outcomes for customers
Use data-driven insights to identify trends, diagnose issues, take ownership of problems, and develop and execute action plans that improve team performance
Implement consistent coaching and feedback loops to maintain excellence across all teams
Represent the needs, challenges, and successes of the North America support organization to CX leadership and cross-functional stakeholders
Provide input on global CX strategy, tooling, and process changes from a regional perspective
Advocate for both agents and customers to ensure decisions support the delivery of best-in-class experiences
Partner with Enablement, Business Systems, Quality, and Product teams to improve workflows and remove friction points for agents and customers
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

Skills

Key technologies and capabilities for this role

Team LeadershipPerformance ManagementWorkforce ManagementRecruitingOnboardingCustomer ExperienceOperationsStakeholder CollaborationSchedulingStaffing

Questions & Answers

Common questions about this position

What is the salary range for the Manager, Regional CX Support Operations role?

The salary range is $116.5K - $137K.

Is this position remote?

Yes, the position is remote.

What are the key skills needed for this role?

Key skills include team leadership and coaching, operations and resource planning, performance metrics management, and acting as the voice of the region with strong communication and data-driven decision-making.

What is the company culture like at Dandy?

Dandy fosters a high-performance culture built on accountability, empathy, and continuous improvement, with a customer-first focus and emphasis on aligning hires with company values.

What makes a strong candidate for this position?

A strong candidate is strategic and people-focused, with experience in team leadership, operations planning, performance management, and cross-functional collaboration in a customer experience environment.

Dandy

Digital dental lab services and software

About Dandy

Dandy provides digital dentistry solutions to dental practices across the United States, enabling them to transition from traditional methods to modern digital techniques. Their services include digital scanning, design, and manufacturing of dental prosthetics such as dentures and implants. Dandy's proprietary Chairside software simplifies the scanning process, allowing dental professionals to perform complex procedures with greater accuracy and efficiency. Unlike competitors, Dandy offers their Chairside software for free, making it easier for practices to scan patients and submit lab cases. The company generates revenue through the manufacturing and sale of dental products based on these digital scans, along with providing clinical support and live scan feedback. Dandy's goal is to enhance patient experiences and improve operational efficiency for dental practices by facilitating the adoption of digital dentistry.

New York City, New YorkHeadquarters

2020Year Founded

$4.2MTotal Funding

SEEDCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Medical, dental, & vision coverage

Parental planning

Mental health benefits

401(k) plan

PTO

Fitness reimbursements

Risks

Competition from established companies like Align Technology is increasing.

Data privacy concerns are rising with digitalization in the dental industry.

Rising raw material costs could impact Dandy's profit margins.

Differentiation

Dandy offers a unique end-to-end digital dental lab service.

Their Chairside software simplifies the scanning process for dental professionals.

Dandy provides free software, earning revenue from dental prosthetics sales.

Upsides

Growing demand for digital dental solutions aligns with Dandy's offerings.

Personalized dental care trend supports Dandy's customized prosthetics services.

AI integration in dental imaging complements Dandy's digital scanning technology.

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