Director of Customer Experience, Dandy
$198-222k
Salary based on US rates and may vary in further locations. + Offers Equity + Offers Bonus
Helping dentists deliver better care and brighter smiles with technology
Be an early applicant
Helping dentists deliver better care and brighter smiles with technology
1001+ employees
Be an early applicant
$198-222k
Salary based on US rates and may vary in further locations. + Offers Equity + Offers Bonus
1001+ employees
Company mission
To become the best digital dental lab for every dentist.
Role
Who you are
- Extensive and progressive experience (typically 10+ years) in customer experience leadership roles, with a significant portion of that experience at the senior management level or above
- Demonstrated success in building, scaling, and leading large, high-performing customer support teams within dynamic and evolving organizations
- Proven ability to think strategically and develop comprehensive customer experience strategies that directly contribute to achieving overall business objectives
- Exceptional communication, interpersonal, and presentation skills, with the proven ability to effectively engage and influence individuals at all levels within the organization, as well as external stakeholders
- Strong analytical and problem-solving skills, with the ability to interpret complex data sets, identify key trends, and make sound, data-informed decisions and tradeoffs
- The ability to thrive and excel in a fast-paced, dynamic, and often ambiguous environment, demonstrating adaptability and resilience in the face of change
What the job involves
- Role Overview: The Director of Customer experience will lead the overall strategy, execution, and performance of Dandy’s customer experience organization
- This role will define and drive the vision for delivering exceptional customer experience and support across clinical and non-clinical teams to deliver high quality experiences and drive customer loyalty
- You will oversee a team of Customer Support Managers and collaborate with Sales, Product, Post Sales and Operations teams to ensure customers achieve their desired outcomes while identifying opportunities to deliver delightful experiences
- The Director of Customer Experience will develop and implement systems and tools like Salesforce and Zendesk to manage customer success, drive cross-functional initiatives, and foster a proactive approach to solving customer issues
- This position reports to the Head of Customer Success
- Oversee all facets of customer support operations, ensuring optimal efficiency, effectiveness in issue resolution, and scalability to accommodate future growth
- Develop and execute a compelling customer experience strategy tightly aligned with Dandy's objectives of serving every dentist
- Deliver key performance indicators (KPIs) to measure customer support performance and deliver cost to serve targets, utilizing data-driven insights to drive continuous improvements
- Build, develop, and mentor a high-performing team of customer support managers and representatives, fostering a culture of consistent focus on exceeding customer expectations
- Design and implement comprehensive training and performance processes to continuously enhance the skills, knowledge, and capabilities of the entire support team
- Analyze customer feedback and relevant data to identify key areas for improvement in the company's products, services, and underlying processes
- Effectively manage and resolve complex and escalated customer issues in a timely and satisfactory manner, ensuring a positive outcome and preventing recurrence
- Forge strong collaborative relationships with product development, engineering, sales, and marketing teams to ensure a seamless and consistent customer experience across all touchpoints
Our take
Dentistry, a $400B industry, has long relied on outdated practices. Dandy was created to modernize and simplify dental operations by integrating technology into every aspect of the dental practice. Its goal is to streamline workflows, making dental practices more efficient and easier to manage.
While other startups have tried to bring technology to the dental field, Dandy distinguishes itself by understanding the industry's complexity and respecting the way dentists operate. Rather than overwhelming practitioners with a complete overhaul, Dandy introduces new features gradually, such as digitizing dental labs for procedures like crowns and implants. It makes the dental experience seamless for both sides of the chair, and to date, more than 2 million people use a Dandy dental product daily.
Dandy aims to build a full operating system for dental practices, offering a "business-in-a-box" solution that allows dentists to focus on patient care while the platform handles administrative and operational tasks. While this vision has the potential to bring immense value to a field in need of innovation, the challenge lies in overcoming dentistry's resistance to change. Patience and persistence will be key as Dandy reshapes how dental professionals run their practices.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (1 round)
Apr 2019
$4.4m
SEED
Total funding: $4.4m
Company benefits
- Comprehensive health plans: Your health is our top priority. We offer a range of comprehensive medical, dental, and vision plans so you can choose what works best for you. Some plans include employer contributions to Health Savings Accounts (HSAs), and we offer options that cover 100% of employee-only premiums.
- Flexibility, built-in: At Dandy, we flex-first, which means trusting you to own your day and deliver, working where and how you want. We believe that by embracing flexibility, we empower everyone to balance work and life in the way that works best for them. Some roles need to be on-site due to the nature of the work.
- Investing in your wellbeing: Your wellbeing is more than just physical health—that’s why our benefits are designed to support you in all aspects of life. From mental health resources included in our healthcare plans to perks like pet insurance, a gym stipend, and access to discount platforms like Perkspot, we offer a range of programs to help you feel your best—inside and outside of work.
- Shared Success: We believe in shared success—when the business wins, our employees do too. Through performance-based bonuses and equity opportunities, our team shares in the impact we create together.
Company HQ
Tribeca, New York, NY
Leadership
Toni Oloko
(Co-Founder)Previously worked in Special Projects at goPuff. Before that founded PracticeGigs which they went on to sell.
Daniel Hanover
(Co-Founder)Previously worked as a Product Manager at Yelp and as a Software Engineer at Facebook. Studied Management and Technology at Wharton.
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