Senior Manager of CX Strategy & Operations, Dandy

• This role requires a leader with a strong blend of strategic thinking, operational and analytical rigor, and cross-functional leadership
• 8+ years in a Strategy & Operations, Business Operations, or Management Consulting role, preferably within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment
• Strategic systems thinker: Proven ability to design and implement scalable and repeatable systems to solve complex organizational challenges, ensuring solutions can grow with the needs of a large, distributed workforce
• Project management skills: Proven track record of designing, leading, and executing complex, cross-functional programs and strategic initiatives from concept to completion
• Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels; executive presence
• Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention
• Process Orientation: Experience with process improvement methodologies (e.g., Lean, Six Sigma) and agile project management
• Data-Driven Decision Making: Comfort using large data sets to evaluate effectiveness and identify gaps; create hypotheses, test solutions, and measure business impact
• Collaborative, adaptable, and fast: Comfortable in a fast-paced, cross-functional environment; able to navigate ambiguity and deliver value in a highly-crossfunctional environment

Desirable

• Dandy is hiring a strategic and analytical Senior Manager, CX Strategy & Operations to join our rapidly growing venture-backed company
• The Customer Experience team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams
• In this role, you will be the critical link between the strategic vision of the Customer Experience organization and its flawless execution
• You will be responsible for designing, implementing, and optimizing the processes and systems that enable the Dandy support to scale efficiently, deliver world-class customer experiences, and drive measurable business outcomes
• You will partner closely with CX leadership, CX support teams, Business Systems, Product, and other cross-functional teams impacting the customer experience to ensure our support teams deliver world-class customer outcomes
• Strategic Initiatives: Lead the planning, scoping, and management of high-priority, cross-functional strategic initiatives and programs (e.g., international expansion, AI-driven productivity systems)
• Process Design & Improvement: Identify, map, and optimize core CX processes to improve efficiency, reduce friction, and enhance the overall customer and employee experience. Write SOPs and coordinate launch of new processes
• Scalability & Efficiency: Design and operationalize mechanisms, frameworks, and standardized playbooks that enable the CX organization to scale efficiently with business growth
• Root Cause Analysis: Leverage qualitative and quantitative data to conduct deep-dive analysis on customer pain points, identify root causes, and translate insights into prioritized, actionable recommendations for training, product, and process improvements
• Insights: Develop insights from customer feedback and success metrics to influence CX and partner teams’ roadmaps, service offerings, and improvement opportunities
• Quality Management: Develop and execute a quality program to consistently deliver positive customer outcomes. Identify quality gaps and partner with Enablement to define training and development roadmaps
• Cross-functional Partnership: Partner closely with stakeholders in Customer Success, Operations, Product, Business Systems