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Dandy Logo Dandy · IT - Administration

Senior Manager, CX Strategy & Operations

United States 149325.00 - 181000.00 USD / Year · Job Posted February 18, 2026
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Job Description

Dandy is hiring a strategic and analytical Senior Manager, CX Strategy & Operations to join our rapidly growing venture-backed company. The Customer Experience team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams. In this role, you will be the critical link between the strategic vision of the Customer Experience organization and its flawless execution. This role requires a leader with a strong blend of strategic thinking, operational and analytical rigor, and cross-functional leadership. You will be responsible for designing, implementing, and optimizing the processes and systems that enable the Dandy support to scale efficiently, deliver world-class customer experiences, and drive measurable business outcomes. You will partner closely with CX leadership, CX support teams, Business Systems, Product, and other cross-functional teams impacting the customer experience to ensure our support teams deliver world-class customer outcomes.

Job Responsibility

  • Strategic Initiatives: Lead the planning, scoping, and management of high-priority, cross-functional strategic initiatives and programs (e.g., international expansion, AI-driven productivity systems)
  • Process Design & Improvement: Identify, map, and optimize core CX processes to improve efficiency, reduce friction, and enhance the overall customer and employee experience. Write SOPs and coordinate launch of new processes
  • Scalability & Efficiency: Design and operationalize mechanisms, frameworks, and standardized playbooks that enable the CX organization to scale efficiently with business growth
  • Root Cause Analysis: Leverage qualitative and quantitative data to conduct deep-dive analysis on customer pain points, identify root causes, and translate insights into prioritized, actionable recommendations for training, product, and process improvements
  • Insights: Develop insights from customer feedback and success metrics to influence CX and partner teams’ roadmaps, service offerings, and improvement opportunities
  • Quality Management: Develop and execute a quality program to consistently deliver positive customer outcomes. Identify quality gaps and partner with Enablement to define training and development roadmaps
  • Cross-functional Partnership: Partner closely with stakeholders in Customer Success, Operations, Product, Business Systems

Requirements

  • 8+ years in a Strategy & Operations, Business Operations, or Management Consulting role within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment
  • Strategic systems thinker: Proven ability to design and implement scalable and repeatable systems to solve complex organizational challenges
  • Project management skills: Proven track record of designing, leading, and executing complex, cross-functional programs and strategic initiatives from concept to completion
  • Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels
  • Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention
  • Process Orientation: Experience with process improvement methodologies (e.g., Lean, Six Sigma) and agile project management
  • Data-Driven Decision Making: Comfort using large data sets to evaluate effectiveness and identify gaps
  • create hypotheses, test solutions, and measure business impact
  • Collaborative, adaptable, and fast: Comfortable in a fast-paced, cross-functional environment
  • able to navigate ambiguity and deliver value in a highly-crossfunctional environment

Nice to have

  • Experience in healthcare, dental, or medical technology organizations
  • Background in clinical workflows or digital health technology
  • Expertise in CX platforms (e.g., Zendesk, Salesforce Service Cloud, Gainsight, Qualtrics)
  • Experience establishing and scaling international multi-lingual support teams
  • Deep understanding of customer journey mapping and design thinking methodologies
  • Proficiency in data analysis, modeling, and reporting using tools like SQL
  • MBA or Master's degree in a relevant field

What we offer

  • Offers Equity
  • healthcare
  • dental
  • mental health support
  • parental planning resources
  • retirement savings options
  • generous paid time off
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