Senior Manager, CX Systems & IT
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.
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. Lead the technical roadmap for Zendesk as our primary Case Management and Knowledge Management application to empower both agents and customers.
Own Dental Practice IT Hardware & GTM Support: Partner with the broader IT organization to provide support for our physical hardware fleet residing in dental practices, ensuring intraoral scanners operate flawlessly and seamlessly submit cases to Dandy Labs.
Cross-Functional Leadership: Act as the bridge between CT, IT, Product, and Engineering to translate business requirements into scalable technical solutions.
Optimize Processes & Metrics: 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.
Requirements
Leadership Experience: 3+ years of experience leading team members or key strategic programs within CX Systems, in a fast-paced, high-growth environment.
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.
Collaborative Partnership: A stellar communicator who can effortlessly translate complex technical and systems architecture into actionable strategic insights for CX leadership, EPD, and executive stakeholders.
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.
Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field.
Proven experience in mid-sized, high-growth tech companies, particularly in the healthtech, dental, or hardware-enabled SaaS space.
Zendesk or similar Administrator or Architect certifications.
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.
Experience in environments subject to healthcare compliance frameworks (e.g., HIPAA).
Skills
Strong leadership and problem-solving skills.
Excellent communication and collaboration abilities.
Experience with GenAI, NLP, chatbots, or automated messaging workflows.
Knowledge of modern APIs, Webhooks, and middleware.
Experience with hardware device support and healthcare compliance frameworks.
Benefits
For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.