Job description
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 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.
What You’ll Do
Enablement Systems Development
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
Program Development & Management
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
Continuous Improvement
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
Knowledge Management & Content Governance
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
Agent Communications
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
What We’re Looking For
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
Bonus Points For
Experience in healthcare, dental, or medical technology organizations
Background in clinical workflows or digital health technology
Knowledge of adult learning theory and instructional design principles
Familiarity with enablement and training technologies (LMS, CMS, content management platforms)
Experience establishing and scaling international multi-lingual enablement programs
Req ID: J-745
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 for more!
