Training Team Lead

About the role

Dandy is looking for a Training Team Lead to supervise and elevate the performance of our frontline Trainers, who are instrumental in supporting the success of new customers during onboarding. This role combines leadership, coaching, and process optimization to ensure a seamless onboarding experience for our customers.

What You'll Do

• Lead and Develop a High-Performing Team
• Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers.
• Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support team members' professional growth.
• Build and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement.
• Foster a positive, collaborative team environment that prioritizes customer success and operational excellence.
• Develop and execute enablement strategies to enhance team skills, knowledge, and performance, ensuring Trainers are equipped to deliver a best-in-class onboarding experience.
• Optimize Operations and Customer Onboarding
• Manage team schedules, including PTO and holiday coverage, to ensure seamless operations.
• Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements.
• Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
• Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams.
• Identify opportunities to enhance training content and resources, collaborating with cross-functional teams to ensure alignment and continuous improvement.
• Drive Strategic Impact and Innovation
• Analyze team and customer performance data to inform decision-making and improve the onboarding process.
• Execute training strategies that align with company goals and maximize the team’s capacity and impact.
• Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery.

What We're Looking For

• 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech.
• 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting.
• Proven ability to manage and develop a team, driving measurable performance improvements.
• A hands-on problem solver with a passion for customer success and operational efficiency.
• Strong communication and collaboration skills, with the ability to work effectively across teams.
• A proactive and resourceful approach in ambiguous, high-velocity environments.
• An intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements.

Additional Considerations

• Familiarity with the dental industry or prior experience in dentistry.
• Workforce management experience, including scheduling and capacity planning.
• A positive attitude, sense of humor, and ability to foster a fun and engaging team culture.