Dandy

Senior Manager, Global Customer Success Operations

Dandy

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $138,505 - $167,884 per year

Job Level

Senior

About the role

  • Lead and develop a team of Training and Operations Managers overseeing field, virtual, and international trainers. Drive performance through clear OKRs, coaching, and accountability frameworks.
  • Own global training operations, including capacity planning, scheduling, and resource allocation, ensuring teams are deployed efficiently to meet business objectives across multiple regions and time zones.
  • Define and track KPIs that measure onboarding quality, efficiency, and trainer productivity, using data to inform continuous improvement and resource planning.
  • Build leadership capability within the Training organization — hiring, mentoring, and developing managers to become exceptional people leaders.
  • Collaborate cross-functionally with Sales, Customer Success, Product, and Clinical teams to align training programs with evolving business needs and customer feedback.
  • Oversee end-to-end training logistics and capacity planning, ensuring seamless execution across multiple time zones and delivery formats.
  • Identify and address operational bottlenecks across teams, processes, and systems; implement process improvements to drive standardization and scalability.
  • Champion the customer experience through consistent, high-quality onboarding that builds trust, confidence, and adoption.
  • Leverage data from multiple sources (Performance dashboards, LMS, feedback surveys) to drive operational excellence, and enhance overall team effectiveness.

Requirements

  • 7+ years of experience in operations, training, or customer experience leadership roles within a high-growth or large-scale organization.
  • Proven success as a “manager of managers”, leading multiple teams and developing strong people leaders.
  • Strong operational and analytical mindset, with deep experience using performance data to guide team coaching, quality, and capacity decisions.
  • Experience scaling global teams and building consistency across regions, delivery modes (virtual and field), and customer types.
  • Highly process-oriented, with a track record of creating and improving cross-functional workflows.
  • Excellent stakeholder management and communication skills, capable of influencing across functions and levels.
  • Strong customer empathy and understanding of how to translate customer needs into operational solutions.
  • Comfort operating in ambiguity, with a willingness to roll up your sleeves to solve complex problems.
  • Experience in healthcare, SaaS, or high-touch B2B environments is preferred.
  • Familiarity with global or multilingual teams, especially across North America and Europe.
Benefits
  • healthcare
  • dental
  • mental health support
  • parental planning resources
  • retirement savings options
  • generous paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
capacity planningschedulingresource allocationKPI trackingdata analysisprocess improvementonboardingperformance managementcross-functional workflowsoperational excellence
Soft Skills
leadershipcoachingstakeholder managementcommunicationcustomer empathyproblem-solvinginfluencingmentoringaccountabilityadaptability