Senior Manager of CX Enablement, Dandy

• Enablement experience: 8+ years in enablement, L&D, or internal training (preferably in high-growth or tech-enabled environments)
• 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
• Program design expertise: Success in building scalable enablement programs, including Train-the-Trainer and continuous education
• Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention
• Agile mindset: Iterate, build minimum viable “products” and improve
• Project management skills: Proven ability to scope and manage cross-functional projects with strong organizational skills
• Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels
• Data-driven: Skilled at using data to evaluate effectiveness and identify gaps
• Collaborative, adaptable, and fast: Comfortable in a fast-paced, cross-functional environment

Desirable

• Dandy is hiring a strategic and adaptable Senior Manager, CX Enablement 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 uplevel our Customer Support organization’s enablement by developing systems to drive effective employee onboarding, upskilling, and continuous development, establish a scalable knowledge management system, and an agent communication structure to navigate the team through rapid change and international growth
• You will manage an Enablement Lead and partner closely with CX leadership, CX support teams, Business Systems, and other cross-functional teams impacting the customer experience to ensure our support teams deliver world-class customer outcomes
• Develop effective, adaptable, and scalable systems to ensure agents are onboarded rapidly, are trained on relevant SOPs and skills, are able to access helpful resources when they need them, and are aware and adaptive to company changes that may impact our customers
• Drive execution and adoption of systems by CX agents, CX support teams, and cross-functional partners
• Ensure all Enablement systems are stable and flexible enough to support rapid international growth
• Develop a clear roadmap for CX enablement at Dandy from strategy to tools and execute into it while maintaining high throughput of our current programs
• Design and scale onboarding, ongoing education, and upskilling programs for the CX team
• Create playbooks, workflows, and content libraries to support training
• Align enablement initiatives with product launches, GTM motions, and business needs
• Manage enablement and agent communications planning and build a calendar to ensure timely, high-quality delivery
• Partner with cross-functional partners to diagnose enablement and performance gaps and obstacles, then recommend and builds solutions (resources, tools, processes, training, cross-functional partners) to support the team
• Identify enablement needs for new and updated services, workflows, and products
• Build feedback loops to measure training effectiveness and improve enablement programs
• Facilitate peer learning, best practice sharing, and internal knowledge communities
• Ensure accessible, relevant, up-to-date information and guidance when and where agents need it
• Partner closely with the CX Business Systems partner to identify innovative ways to utilize technology to enhance content delivery and relevance
• Develop and manage a scalable communication framework to ensure the timely and effective delivery of critical updates and changes to a large agent population
• Act as a central hub for information, gathering inputs from various cross-functional teams and translating complex changes into clear, concise, and actionable communications for agents
• Create and deploy proactive communications that equip agents with the knowledge needed to navigate changes confidently and provide seamless support for customers