Manager, Regional CX Support Operations

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. 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. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.

Dandy is hiring a strategic and people-focused Manager, Regional CX Support Operations (North America) to join our rapidly growing venture-backed company. Our Customer Experience (CX) team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams.

In this role, you will oversee a team of Clinical Support Leads (CSLs) and frontline agents, ensuring our teams are resourced, supported, and empowered to deliver exceptional experiences. You’ll manage staffing and performance across multiple channels, act as the voice of the region, and collaborate cross-functionally to drive operational excellence and continuous improvement.

WHAT YOU’LL DO

Team Leadership & Development

- Directly manage and coach a team of Customer Support Leads to ensure consistent performance, engagement, and career development

- Foster a high-performance culture built on accountability, empathy, and continuous improvement

- Provide clarity, context, and communication to guide your team through change and ensure alignment with company goals

Operations & Resource Planning

- Collaborate with People Operations and CX Leadership to recruit, interview, and onboard new agents, ensuring every new hire aligns with Dandy’s culture and customer-first values.

- Partner with Workforce Management to optimize schedules, coverage, and staffing efficiency in order to meet service level objectives

- Oversee all regional support teams, including extended workforce, ensuring consistent performance and alignment with Dandy’s brand and customer experience standards

Performance & Metrics Management

- Own regional performance metrics, partnering with leads and agents to turn insights into action, strengthen team performance, and deliver exceptional outcomes for our customers

- Use data-driven insights to identify trends, diagnose issues, take ownership of problems, and develop and execute action plans that improve team performance

- Implement consistent coaching and feedback loops to maintain excellence across all teams

Voice of the Region

- Represent the needs, challenges, and successes of the North America support organization to CX leadership and cross-functional stakeholders

- Provide input on global CX strategy, tooling, and process changes from a regional perspective

- Advocate for both agents and customers to ensure decisions support the delivery of best-in-class experiences

Cross-Functional Collaboration & Projects

- Partner with Enablement, Business Systems, Quality, and Product teams to improve workflows and remove friction points for agents and customers

- Lead or contribute to strategic projects that drive operational scalability, efficiency, and quality improvements

- Collaborate with vendor partners to align goals, calibrate performance, and ensure seamless integration with internal teams

WHAT WE’RE LOOKING FOR

- Experience: 6+ years in customer experience, operations, or contact center management, including at least 2+ years leading people managers or large teams

- Leadership: Proven ability to lead, coach, and develop high-performing teams in a fast-paced environment

- Operational excellence: Strong background in resource planning, workforce management, and service delivery

- Data-driven: Skilled at using performance metrics and analytics to inform decisions and drive business outcomes

- Customer-focused: Deep understanding of how support operations impact the overall customer experience

- Collaborative & adaptable: Effective partner across functions and comfortable navigating change and ambiguity

- Communication: Strong written and verbal communicator with the ability to align teams and influence outcomes

BONUS POINTS FOR

- Background in healthcare, dental, or medical technology organizations

- Familiarity with workforce management tools and CRM platforms

- Experience scaling multi-region support operations

Req ID: J-836

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.

Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.

Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers https://www.meetdandy.com/careers/ for more!