Manager, Customer Experience IT

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of Migration Technical Customer Support Specialists tasked with data migrations, imaging/sensor setup, and phone/DNS transitions prior to practice go-live.

• Provide direction, coaching, and development for technical specialists through one-on-ones, performance evaluations, and career progression initiatives.

• Establish and uphold performance expectations, Service Level Agreements (SLAs), and quality benchmarks.

• Create scalable operational processes and comprehensive documentation.

• Oversee the hiring process, onboarding, ramp-up plans, and technical training.

• Set standards for queue management and communication within the practice.

• Manage and participate in on-call and weekend support for live migrations and cutover activities.

• Ensure comprehensive technical go-live readiness, including server access, backups, imaging/sensor verification, and phone/DNS transitions.

• Address complex migration discrepancies, custom server/imaging environments, and escalations for high-risk accounts.

• Own and enhance migration playbooks, runbooks, and internal documentation.

• Maintain practical proficiency in PMS backups, Virtual Machines (VMs), PowerShell, remote desktop software, and dental imaging hardware.

• Collaborate with the Onboarding team to synchronize timelines, resolve obstacles, and communicate migration status updates.

• Provide the Product and Engineering teams with defect reports, patterns, and priorities for long-term fixes.

• Track and report on CXIT metrics, including cycle time, cutover accuracy, resolution of escalations, and technical incidents.

• Identify opportunities for automation and tools to enhance migration efficiency.

⛳️ Requirements

• A minimum of 3 years of experience managing technical support, implementation, or IT teams.

• Demonstrated success in coaching and developing technical talent.

• Practical experience with remote desktop tools such as AnyDesk.

• Familiarity with Virtual Machines.

• Basic scripting skills using PowerShell.

• Experience in troubleshooting servers and hardware.

• Background in SaaS and healthcare, with a strong preference for experience in the dental industry.

• Proven ability to translate field or customer issues into actionable insights and bug reports for Product and Engineering teams.

• Proactive application of AI tools and automation to optimize workflows and enhance operational performance.

• Capability to clearly articulate complex technical concepts to non-technical dental office personnel.

• Exposure to dental imaging software/hardware like Carestream, Dexis, Jazz, Digidoc, and Nanopix is a significant advantage.

• Must be available remotely within the US.

• Willingness to provide night and weekend coverage during migrations and go-live events.

🏝️ Benefits

• Competitive salary.

• Equity opportunities.

• Performance-based incentives or bonuses (eligibility may vary by role).

• Health insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) retirement plan.

• Flexible vacation policy.

• Remote-friendly work culture.