Head of Clinical Support Operations

August 31

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Dandy

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More than a dental lab—a complete digital solution 🦷⚡️

Technology • Orthodontics • Dental Technology • Dental Laboratory • Digital Dentistry

501 - 1000

💰 Venture Round on 2019-12

Description

• Develop and implement technical customer experience infrastructure to enable our team to wow our customers in every interaction. • Identify pain points and areas of friction in the customer journey and collaborate with relevant teams to address them. • Define and regularly analyze key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and track progress over time. • Leverage disparate data sources to drive strategic decision-making and analyze performance. • Hire and lead a high-performing team to deliver a best-in-class technical experience to our dental practice clients. • Create and centralize processes to promote efficiency, quality, and the best customer experience across operational stakeholders (executive, operations, product, and IT). • Champion the voice of the customer within the organization, advocating for changes and improvements that enhance customer satisfaction. • Foster a collaborative and high-performance culture in a team-oriented environment that encourages open communication, continuous improvement, and mutual respect.

Requirements

• 5+ years of operations and/or strategy work in a large scale operations, high growth startup or big tech environment. • Strong background in using data analytics to drive customer experience and KPIs improvements to drive efficiency, quality, as well as best customer experience. • Demonstrated ability to lead and expand omnichannel customer support teams, including phone support, live chat, and email, with involvement in both strategic growth and day-to-day operations. • Track record of success in building new operational processes and an ability to work through ambiguity • Experience leading large teams as a “Manager of Managers” • Demonstrated ability to evaluate new product opportunities by bringing internal stakeholders and existing/ new partners together • Experience working as part of a high-performing interconnected operations team: ability to react quickly, as well as envision cross-functional solutions • Willingness to roll up your sleeves and fix problems in a hands-on manner when needed

Benefits

• healthcare • dental • parental planning • mental health benefits • a 401(k) plan • paid time off