Dandy

Customer Experience Enablement Lead

Dandy

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $90,000 - $110,000 per year

Job Level

Senior

About the role

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with the Customer Experience Knowledge Management Associate to enhance our Knowledge Base resources, identifying outdated information and updating relevant articles appropriately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

Requirements

  • 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
  • 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
  • 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
  • Understand how an effective support team drives customer satisfaction and retention
  • Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels
  • Skilled at using data to evaluate identify gaps and evaluate effectiveness of training curriculum
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
adult learning theoryinstructional design principlesKirkpatrick modelExperiential Learningtraining program managementcontent creationclinical workflowsdigital health technologydigital dental workflowsdata evaluation
Soft Skills
negotiationtrust buildingagile thinkingsystems-oriented thinkingcross-functional collaborationcommunicationinfluenceadaptabilityproblem-solvingcustomer satisfaction focus