Customer Experience Enablement Lead

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. 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 execution-focused Customer Experience Enablement Lead to join our rapidly growing venture-backed company. DENTAL EXPERIENCE REQUIRED

As the CX Enablement Lead you will be the go-to for onboarding and training for our clinical and non-clinical Customer Support teams. You will ensure that Dandy’s support experts have the tools training and clinical context they need to provide world-class service to our customers. You will do this by bridging the gap between hardware software and complex dental product workflows and frontline execution creating training programs that resonate and stick. This is a high-impact role on a growing Customer Experience Enablement team that is scaling to meet ambitious company growth goals.

Create Execute and Scale Agent Training

• Develop modular new hire onboarding and upskill/reskill training programs that focus on practical role-specific application of technical knowledge and customer interaction best practices. Ensure the programs are scalable and adaptable to every new geography Dandy enters.

• Facilitate engaging live and async learning experiences that ensure agents can confidently support customers

• Standardize onboarding materials curriculum and flow to ensure agents start with a consistent engaging experience that minimizes learning fatigue and maximizes agent quality

• Collaborate with the Customer Experience Knowledge Management Associate to enhance our Knowledge Base resources identifying outdated information and updating relevant articles appropriately

• Train the Trainer - create effective scalable programs that ensure our frontline leaders can support manage and develop their agents

Build Clear Lines of Communication

• Partner cross-functionally to collect relevant information on product releases and updates creating strong feedback loops to help cross-functional partners learn from our agents

• Serve as a “technical translator” distilling complex product roadmaps and technical jargon from EPD/GTM into concise "agent-friendly" guides and micro-learning moments

• Serve as an information conduit fast-tracking high importance information simplifying complex updates and decreasing overall noise in a rapidly changing environment

Process Improvement

• Identify process improvements to improve the agent and customer experience and work cross-functionally to drive implementation

• Own continuous improvement of the new agent onboarding process continually updating to incorporate agent feedback and reflect the most timely and relevant information

• Enablement skillset:

  • 5-7 years of experience in enablement L&D or internal training (preferably in high-growth or tech-enabled environments)

  • Knowledge of adult learning theory and instructional design principles (Kirkpatrick model Experiential Learning etc)

  • Demonstrated ability to manage a learning program from start to finish including logistics content creation and stakeholder management and managing multiple projects simultaneously

• Clinical training experience:

  • 5+ years experience in a dental or clinical setting developing and executing training on clinical workflows or digital health technology (e.g. intraoral scanners)

  • Deep understanding of digital dental workflows across crowns bridges implants and removables

• Operational diplomacy and flexibility:

  • A strong negotiator who can build trust with Workforce Management (WFM) and stakeholders to ensure agents have the dedicated time they need for training.

  • An agile systems-oriented thinker who can adapt quickly to changes in business strategy and connect different functions and processes to create a cohesive enablement environment

  • Comfortable in a fast-paced cross-functional environment

• Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention

• 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 identify gaps and evaluate effectiveness of training curriculum

Bonus Points for:

• Experience in a Customer Experience organization and with customer service and LMS platforms (ie Zendesk Absorb etc)

• Proven ability to scale learning programs globally across languages timezones and cultures

• Previous experience in Quality management or QA process development

Req ID: J-1089

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!

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What We Do

Dandy is transforming the massive ($400B) but antiquated dental industry. Backed by some of the world's leading venture capital investors we’re building custom end-to-end precision software and manufacturing from the ground up to provide high-quality consistent and affordable restorations to our doctors and their patients. 2 million people already have a Dandy product in their mouth and that number is rapidly growing.

Why Work With Us

At Dandy we move fast—learning growing and tackling big challenges alongside the smartest most driven teammates. We embrace discomfort knowing growth happens outside our comfort zones.

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