Senior Manager, CX Systems – IT

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $147.7k - $179k / year

⏰ Full Time

🟠 Senior

💻 IT Support

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Dandy

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

Healthcare Insurance

Dandy is a digital dental laboratory revolutionizing how dental practices scan, order, and collaborate on lab work. Dandy provides innovative technologies like intraoral scanners and digital workflows to thousands of dental practices, enhancing patient care and practice efficiency. The company offers a range of dental services and products, including crowns, dentures, and sleep apnea devices, with a focus on precision and fast turnaround times. Dandy's advanced digital dental technology supports real-time communication and design approvals, enabling dental professionals to deliver consistent, high-quality restorations and improve patient experiences.

📋 Description

• Own & Optimize CX Systems: Act as the ultimate systems owner for Zendesk, Snapcall, and any cross-functional teams leveraged by our customer support org Ensure robust configuration, workflow automation, and optimal data flow. • Drive GenAI Innovation: Collaborate heavily and consult directly with our Engineering team to design, test, and implement a GenAI-enabled intake chat application for practices that interact with Dandy. • Partner on CX Strategy & Knowledge Management: Partner closely with CX leaders to align system capabilities with overarching CX operations strategy. Lead the technical roadmap for Zendesk as our primary Case Management and Knowledge Management application to empower both agents and customers. • Own Dental Practice IT Hardware & GTM Support: Partner with the broader IT organization to provide support for our physical hardware fleet residing in dental practices, ensuring intraoral scanners operate flawlessly and seamlessly submit cases to Dandy Labs. • Cross-Functional Leadership: Act as the bridge between CT, IT, Product, and Engineering to translate business requirements into scalable technical solutions. • Optimize Processes & Metrics: Define, track, and report on key performance indicators (KPIs) relating to system uptime, support tool efficiency, hardware dispatch/health, and GenAI self-service deflection rates.

🎯 Requirements

• 3+ years of experience leading team members or key strategic programs within CX Systems, in a fast-paced, high-growth environment. • 5+ years of hands-on experience administering, architecting, and optimizing Zendesk (or similar) including Support, Talk, Chat/Messaging) in a complex business environment. • Proven experience partnering with Engineering teams to deliver complex technical projects, specifically involving GenAI, NLP, chatbots, or automated messaging workflows. • A stellar communicator who can effortlessly translate complex technical and systems architecture into actionable strategic insights for CX leadership, EPD, and executive stakeholders. • A strategic thinker who isn't afraid to roll up their sleeves, build workflows from scratch, troubleshoot hardware integrations, and quickly adapt to changing business needs.

🏖️ Benefits

• healthcare • dental • mental health support • parental planning resources • retirement savings options • generous paid time off