Dandy
Senior Manager, CX Systems & IT
USA - New York NY · Senior · Full-time
Sponsorship not specifiedDetected 19 hours ago
RESTNLPComplianceCustomer SupportZendeskAPI TestingHIPAALeadershipCollaborationProblem Solving
About the role
- Dandy is seeking a dynamic, strategic, and hands-on Senior Manager, CX Systems and IT to lead and scale our customer experience systems and practice-facing IT operations. Reporting directly to the VP, Business Systems & IT, this role will sit at the critical intersection of customer support technology, hardware operations, and emerging AI capabilities.
- You will own the strategy, execution, and continuous optimization of our enterprise CX systems (Zendesk and Snapcall) while partnering closely with Product and Engineering to build a next-generation GenAI-enabled intake chat application. Additionally, you will serve as the strategic partner for CX Operations and lead Practice IT support for our dental practice hardware fleet, ensuring our physical scanners and systems seamlessly connect dental practices to Dandy Labs.
- Dandy is seeking a dynamic, strategic, and hands-on Senior Manager, CX Systems and IT to lead and scale our customer experience systems and practice-facing IT operations.
Responsibilities
- Own & Optimize CX Systems: Act as the ultimate systems owner for Zendesk, Snapcall, and any cross-functional teams leveraged by our customer support org Ensure robust configuration, workflow automation, and optimal data flow.
- Drive GenAI Innovation: Collaborate heavily and consult directly with our Engineering team to design, test, and implement a GenAI-enabled intake chat application for practices that interact with Dandy.
- Partner on CX Strategy & Knowledge Management: Partner closely with CX leaders to align system capabilities with overarching CX operations strategy.
- Customer Support Systems Expertise: 5+ years of hands-on experience administering, architecting, and optimizing Zendesk (or similar) including Support, Talk, Chat/Messaging) in a complex business environment.
- AI, Product & Engineering Collaboration: Proven experience partnering with Engineering teams to deliver complex technical projects, specifically involving GenAI, NLP, chatbots, or automated messaging workflows.
- Hands-on Problem-Solving & Agility: A strategic thinker who isn't afraid to roll up their sleeves, build workflows from scratch, troubleshoot hardware integrations, and quickly adapt to changing business needs.
- Act as the ultimate systems owner for Zendesk, Snapcall, and any cross-functional teams leveraged by our customer support org Ensure robust configuration, workflow automation, and optimal data flow.
- Collaborate heavily and consult directly with our Engineering team to design, test, and implement a GenAI-enabled intake chat application for practices that interact with Dandy.
- We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one.
Requirements
- Leadership Experience: 3+ years of experience leading team members or key strategic programs within CX Systems, in a fast-paced, high-growth environment.
- Experience with hardware device support
- Familiarity with modern APIs, Webhooks, and middleware (e.g., Workato, Zapier, or custom integrations) to connect Cx systems with internal databases.
Benefits
- Dandy is transforming the massive and antiquated dental industry-an industry worth over $400B.
- Backed by some of the world's leading venture capital firms, we're on an ambitious mission to simplify and modernize every function of the dental practice through technology.
- Define, track, and report on key performance indicators (KPIs) relating to system uptime, support tool efficiency, hardware dispatch/health, and GenAI self-service deflection rates.
- Experience in mid-sized, high-growth tech companies, particularly in the healthtech, dental, or hardware-enabled SaaS space.
- Experience in environments subject to healthcare compliance frameworks (e.g., HIPAA).
- For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate.
Company info
- Partner closely with CX leaders to align system capabilities with overarching CX operations strategy.
- Lead the technical roadmap for Zendesk as our primary Case Management and Knowledge Management application to empower both agents and customers.
Visa & Work Authorization
- ational origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics
This listing is sourced directly from Dandy's careers page and normalized into a canonical job model.