Senior Manager, CX Systems – IT

This is a fully remote position, open to applicants in New York.

📋 Description

• Take ownership and enhance Customer Experience (CX) Systems: Serve as the primary owner for Zendesk, Snapcall, and any cross-functional teams utilized by our customer support organization, ensuring strong configuration, workflow automation, and efficient data flow.

• Foster GenAI Innovation: Engage closely with our Engineering team to design, test, and deploy a GenAI-enabled intake chat application for practices interacting with Dandy.

• Collaborate on CX Strategy & Knowledge Management: Work in tandem with CX leaders to align system functionalities with the overall CX operations strategy. Lead the technical roadmap for Zendesk, our main Case Management and Knowledge Management tool, to empower both agents and customers.

• Manage Dental Practice IT Hardware & GTM Support: Collaborate with the broader IT team to support our physical hardware fleet in dental practices, ensuring that intraoral scanners function seamlessly and submit cases to Dandy Labs without issues.

• Lead Cross-Functional Initiatives: Act as a liaison between Customer Technology (CT), IT, Product, and Engineering to convert business requirements into scalable technical solutions.

• Enhance Processes & Metrics: Establish, monitor, and report on key performance indicators (KPIs) related to system uptime, support tool efficiency, hardware dispatch/health, and GenAI self-service deflection rates.

⛳️ Requirements

• A minimum of 3 years of experience leading team members or significant strategic programs within CX Systems, particularly in a fast-paced, high-growth setting.

• Over 5 years of hands-on experience in administering, architecting, and optimizing Zendesk (or similar platforms including Support, Talk, and Chat/Messaging) within a complex business environment.

• Demonstrated experience collaborating with Engineering teams to execute intricate technical projects, especially those involving GenAI, Natural Language Processing (NLP), chatbots, or automated messaging workflows.

• An exceptional communicator capable of translating intricate technical information and systems architecture into actionable strategic insights for CX leadership, Engineering, Product Development (EPD), and executive stakeholders.

• A strategic thinker who is not hesitant to engage in hands-on work, develop workflows from the ground up, troubleshoot hardware integrations, and swiftly adapt to evolving business requirements.

🏝️ Benefits

• Healthcare

• Dental

• Mental health support

• Parental planning resources

• Retirement savings options

• Generous paid time off