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Senior Manager, CX Systems & IT
Full-time
About the role
Dandy is seeking a dynamic, strategic and hands-on Senior Manager, CX Systems and IT to lead and scale its customer experience systems and practice-facing IT operations. Reporting to the VP, Business Systems and IT, this role sits at the intersection of customer support technology, hardware operations and emerging AI capabilities.
You will own the strategy, execution and continuous optimization of the enterprise CX systems (Zendesk and Snapcall) while partnering closely with Product and Engineering to build a next-generation GenAI-enabled intake chat application. You will also serve as the strategic partner for CX Operations and lead practice IT support for the dental practice hardware fleet.
What you'll do
Own and optimize CX systems: act as the systems owner for Zendesk, Snapcall and the tools used by the customer support org, ensuring robust configuration, workflow automation and optimal data flow
Drive GenAI innovation: collaborate directly with Engineering to design, test and implement a GenAI-enabled intake chat application for practices that interact with Dandy
Partner on CX strategy and knowledge management: align system capabilities with CX operations strategy and lead the technical roadmap for Zendesk as the primary case management and knowledge management application for agents and customers
Own practice IT hardware and go-to-market support: partner with the broader IT organization to support the hardware fleet in dental practices, ensuring intraoral scanners operate flawlessly and submit cases to Dandy Labs
Cross-functional leadership: act as the bridge between CX, IT, Product and Engineering to translate business requirements into scalable technical solutions
Optimize processes and metrics: define, track and report on KPIs for system uptime, support tool efficiency, hardware dispatch and health, and GenAI self-service deflection rates
What we're looking for
Leadership experience: 3 or more years leading team members or key strategic programs within CX systems in a fast-paced, high-growth environment
Customer support systems expertise: 5 or more years of hands-on experience administering, architecting and optimizing Zendesk or similar, including Support, Talk and Chat/Messaging, in a complex business environment
AI, product and engineering collaboration: proven experience partnering with engineering teams on complex technical projects involving GenAI, NLP, chatbots or automated messaging workflows
Collaborative partnership: a strong communicator who can translate complex systems architecture into actionable strategic insights for CX leadership and executive stakeholders
Hands-on problem solving: a strategic thinker who will build workflows from scratch, troubleshoot hardware integrations and adapt quickly to changing business needs
Bonus points for
Experience in mid-sized, high-growth tech companies, particularly healthtech, dental or hardware-enabled SaaS
Zendesk or similar administrator or architect certifications
Experience with hardware device support
Familiarity with modern APIs, webhooks and middleware such as Workato, Zapier or custom integrations to connect CX systems with internal databases
Experience in environments subject to healthcare compliance frameworks such as HIPAA
