Senior Manager, CX Systems – IT

Dandy

Senior Manager leading CX Systems and IT operations for Dandy's global dental technology platform. Managing customer experience systems and overseeing IT operations for dental practices.

Posted 7/21/2026full-timeRemote • New York • 🇺🇸 United StatesSenior💰 $147,675 - $179,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in optimizing customer experience systems, particularly with Zendesk, while driving innovation through GenAI solutions. Capable of leading cross-functional teams and translating technical requirements into strategic insights for enhanced operational efficiency.

Highest-signal resume keywords

Zendesk AdministrationGenAI ImplementationCross-Functional LeadershipTechnical Roadmap DevelopmentKPI Tracking and Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Zendesk OptimizationWorkflow AutomationNLP ExperienceChatbot DevelopmentTechnical Project Delivery

Soft Skills

Stellar CommunicationStrategic ThinkingAdaptabilityTeam Leadership

Tools & Technologies

ZendeskSnapcallIntraoral Scanners

Industry Keywords

Customer Experience SystemsCase ManagementKnowledge ManagementHardware IntegrationHigh-Growth Environment

About the role

Key responsibilities & impact

Own & Optimize CX Systems: Act as the ultimate systems owner for Zendesk, Snapcall, and any cross-functional teams leveraged by our customer support org Ensure robust configuration, workflow automation, and optimal data flow.
Drive GenAI Innovation: Collaborate heavily and consult directly with our Engineering team to design, test, and implement a GenAI-enabled intake chat application for practices that interact with Dandy.
Partner on CX Strategy & Knowledge Management: Partner closely with CX leaders to align system capabilities with overarching CX operations strategy. Lead the technical roadmap for Zendesk as our primary Case Management and Knowledge Management application to empower both agents and customers.
Own Dental Practice IT Hardware & GTM Support: Partner with the broader IT organization to provide support for our physical hardware fleet residing in dental practices, ensuring intraoral scanners operate flawlessly and seamlessly submit cases to Dandy Labs.
Cross-Functional Leadership: Act as the bridge between CT, IT, Product, and Engineering to translate business requirements into scalable technical solutions.
Optimize Processes & Metrics: Define, track, and report on key performance indicators (KPIs) relating to system uptime, support tool efficiency, hardware dispatch/health, and GenAI self-service deflection rates.

Requirements

What you’ll need

3+ years of experience leading team members or key strategic programs within CX Systems, in a fast-paced, high-growth environment.
5+ years of hands-on experience administering, architecting, and optimizing Zendesk (or similar) including Support, Talk, Chat/Messaging) in a complex business environment.
Proven experience partnering with Engineering teams to deliver complex technical projects, specifically involving GenAI, NLP, chatbots, or automated messaging workflows.
A stellar communicator who can effortlessly translate complex technical and systems architecture into actionable strategic insights for CX leadership, EPD, and executive stakeholders.
A strategic thinker who isn't afraid to roll up their sleeves, build workflows from scratch, troubleshoot hardware integrations, and quickly adapt to changing business needs.

Benefits

Comp & perks

healthcare
dental
mental health support
parental planning resources
retirement savings options
generous paid time off