Senior Manager, CX Strategy & Operations
Senior Manager, CX Strategy & Operations
Senior Manager, CX Strategy & Operations
Dandy
Dandy is a venture-backed company aiming to modernize the dental industry through technology. They are seeking a Senior Manager, CX Strategy & Operations to enhance customer experience and operational efficiency. The role involves strategic planning, process improvement, and cross-functional collaboration to drive business outcomes.
Qualification
- 8+ years in a Strategy or Operations role, preferably in a customer experience context.
- Strong analytical skills with experience in data-driven decision making.
- Proven track record of leading cross-functional teams and initiatives.
- Excellent communication and interpersonal skills for stakeholder engagement.
- Experience in process design and improvement methodologies.
Responsibility
- Lead the planning and management of cross-functional strategic initiatives and programs.
- Identify, map, and optimize core customer experience processes to improve efficiency.
- Design and operationalize frameworks and playbooks for scalable CX operations.
- Conduct root cause analysis on customer pain points and translate insights into actionable recommendations.
- Develop insights from customer feedback to influence CX and partner teams’ roadmaps.
- Execute a quality program to ensure positive customer outcomes and identify training needs.
- Collaborate with stakeholders in Customer Success, Operations, Product, and Business Systems.
