Director, Customer Experience

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.

Role Overview: The Director of Customer experience will lead the overall strategy, execution, and performance of Dandy’s customer experience organization.

This role will define and drive the vision for delivering exceptional customer experience and support across clinical and non-clinical teams to deliver high quality experiences and drive customer loyalty. You will oversee a team of Customer Support Managers and collaborate with Sales, Product, Post Sales and Operations teams to ensure customers achieve their desired outcomes while identifying opportunities to deliver delightful experiences.

The Director of Customer Experience will develop and implement systems and tools like Salesforce and Zendesk to manage customer success, drive cross-functional initiatives, and foster a proactive approach to solving customer issues.

This position reports to the Head of Customer Success.

Responsibilities:

• Oversee all facets of customer support operations, ensuring optimal efficiency, effectiveness in issue resolution, and scalability to accommodate future growth

• Develop and execute a compelling customer experience strategy tightly aligned with Dandy's objectives of serving every dentist

• Deliver key performance indicators (KPIs) to measure customer support performance and deliver cost to serve targets, utilizing data-driven insights to drive continuous improvements

• Build, develop, and mentor a high-performing team of customer support managers and representatives, fostering a culture of consistent focus on exceeding customer expectations

• Design and implement comprehensive training and performance processes to continuously enhance the skills, knowledge, and capabilities of the entire support team

• Analyze customer feedback and relevant data to identify key areas for improvement in the company's products, services, and underlying processes

• Effectively manage and resolve complex and escalated customer issues in a timely and satisfactory manner, ensuring a positive outcome and preventing recurrence

• Forge strong collaborative relationships with product development, engineering, sales, and marketing teams to ensure a seamless and consistent customer experience across all touchpoints

Qualifications:

• Extensive and progressive experience (typically 10+ years) in customer experience leadership roles, with a significant portion of that experience at the senior management level or above

• Demonstrated success in building, scaling, and leading large, high-performing customer support teams within dynamic and evolving organizations

• Proven ability to think strategically and develop comprehensive customer experience strategies that directly contribute to achieving overall business objectives

• Exceptional communication, interpersonal, and presentation skills, with the proven ability to effectively engage and influence individuals at all levels within the organization, as well as external stakeholders

• Strong analytical and problem-solving skills, with the ability to interpret complex data sets, identify key trends, and make sound, data-informed decisions and tradeoffs

• The ability to thrive and excel in a fast-paced, dynamic, and often ambiguous environment, demonstrating adaptability and resilience in the face of change

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!