Senior Manager, CX Systems & IT

ABOUT THE ROLE

Dandy is seeking a dynamic, strategic, and hands-on Senior Manager, CX Systems and IT to lead and scale our customer experience systems and practice-facing IT operations. Reporting directly to the VP, Business Systems & IT, this role will sit at the critical intersection of customer support technology, hardware operations, and emerging AI capabilities.

You will own the strategy, execution, and continuous optimization of our enterprise CX systems (Zendesk and Snapcall) while partnering closely with Product and Engineering to build a next-generation GenAI-enabled intake chat application. Additionally, you will serve as the strategic partner for CX Operations and lead Practice IT support for our dental practice hardware fleet, ensuring our physical scanners and systems seamlessly connect dental practices to Dandy Labs.

WHAT YOU'LL DO

- 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.

WHAT WE'RE LOOKING FOR

- Leadership Experience: 3+ years of experience leading team members or key strategic programs within CX Systems, in a fast-paced, high-growth environment.

- Customer Support Systems Expertise: 5+ years of hands-on experience administering, architecting, and optimizing Zendesk (or similar) including Support, Talk, Chat/Messaging) in a complex business environment.

- AI , Product & Engineering Collaboration: Proven experience partnering with Engineering teams to deliver complex technical projects, specifically involving GenAI, NLP, chatbots, or automated messaging workflows.

- Collaborative Partnership: A stellar communicator who can effortlessly translate complex technical and systems architecture into actionable strategic insights for CX leadership, EPD, and executive stakeholders.

- Hands-on Problem-Solving & Agility: 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.

BONUS POINTS FOR

- Experience in mid-sized, high-growth tech companies, particularly in the healthtech, dental, or hardware-enabled SaaS space.

- Zendesk or similar Administrator or Architect certifications.

- Experience with hardware device support

- Familiarity with modern APIs, Webhooks, and middleware (e.g., Workato, Zapier, or custom integrations) to connect Cx systems with internal databases.

- Experience in environments subject to healthcare compliance frameworks (e.g., HIPAA).

Req ID: J-1208