[Remote] Senior Manager, CX Enablement at Dandy

United States

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$149,300 – $181,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Dental, HealthtechIndustries

Requirements

8+ years in enablement, L&D, or internal training (preferably in high-growth or tech-enabled environments)
Strategic systems thinker: Proven ability

Responsibilities

Develop effective, adaptable, and scalable systems to ensure agents are onboarded rapidly, trained on relevant SOPs and skills, access helpful resources, and are aware and adaptive to company changes impacting customers
Drive execution and adoption of enablement systems by CX agents, CX support teams, and cross-functional partners
Ensure all enablement systems are stable and flexible to support rapid international growth
Develop a clear roadmap for CX enablement from strategy to tools and execute it while maintaining high throughput of current programs
Design and scale onboarding, ongoing education, and upskilling programs for the CX team
Create playbooks, workflows, and content libraries to support training
Align enablement initiatives with product launches, GTM motions, and business needs
Manage enablement and agent communications planning and build a calendar for timely, high-quality delivery
Partner with cross-functional partners to diagnose enablement and performance gaps, then recommend and build solutions (resources, tools, processes, training, cross-functional partnerships)
Identify enablement needs for new and updated services, workflows, and products
Build feedback loops to measure training effectiveness and improve enablement programs
Facilitate peer learning, best practice sharing, and internal knowledge communities
Ensure accessible, relevant, up-to-date information and guidance for agents when needed
Partner with CX Business Systems to identify innovative ways to utilize technology for content delivery and relevance
Develop and manage a scalable communication framework for timely and effective delivery of critical updates and changes to a large agent population
Act as a central hub for information, gathering inputs from cross-functional teams and translating complex changes into clear, concise, actionable communications for agents
Create and deploy proactive communications to equip agents with knowledge to navigate changes confidently and provide seamless customer support
Manage an Enablement Lead
Partner closely with CX leadership, CX support teams, Business Systems, and other cross-functional teams impacting customer experience

Skills

Key technologies and capabilities for this role

CX EnablementEmployee OnboardingUpskillingKnowledge ManagementSOPsTraining ProgramsChange ManagementProgram ManagementCross-functional Collaboration

Questions & Answers

Common questions about this position

What is the salary range for the Senior Manager, CX Enablement role?

The salary range is $149.3K - $181K.

Is this position remote?

Yes, the position is remote.

What are the key responsibilities for this role?

The role involves developing enablement systems for onboarding and training, creating program roadmaps and playbooks, and driving continuous improvement through feedback loops and cross-functional partnerships.

What is the team structure for this position?

You will manage an Enablement Lead and partner closely with CX leadership, CX support teams, Business Systems, and other cross-functional teams.

What makes a strong candidate for this Senior Manager role?

A strong candidate is strategic and adaptable, with experience developing scalable enablement systems, program roadmaps, and knowledge management for rapid growth, particularly in customer support.

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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