Manager, CX Strategy & Operations

Dandy is hiring a strategic and performance-focused Manager, CX Strategy & Operations to join our rapidly growing venture-backed company. Our Customer Experience (CX) team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams across the globe. In this role, you will oversee multiple business process operations teams in different geographic locations focused on performance and stability of teams in each location. You’ll manage staffing and performance across multiple channels and locations, act as part of the CX leadership team to achieve CX objectives, and collaborate cross-functionally to drive operational excellence and preparedness for future growth.

Responsibilities

Foster a high-performance culture built on accountability, empathy, and continuous improvement; Provide clarity, context, and communication to guide your team through change and ensure alignment with company goals; Own performance metrics, partnering with leads and agents to turn insights into action, strengthen team performance, and deliver exceptional outcomes for our customers; Use data-driven insights to identify trends, diagnose issues, take ownership of problems, and develop and execute action plans that improve team performance; Experience and willingness to connect directly with customers to resolve escalated issues or to improve the relationship; Implement consistent coaching and feedback to agents directly to ensure improvement; Build and scale governance processes and VMO best-practices for the CX Offshore organization; Collaborate with CX Leadership and Vendor Account Management to recruit, interview, and onboard new agents, ensuring every new hire aligns with Dandy’s culture and customer-first values; Partner with Workforce Management to optimize schedules, coverage, and staffing efficiency in order to meet service level objectives for all markets supported by the CX offshore team; Oversee all regional support teams, including extended workforce, ensuring consistent performance and alignment with Dandy’s brand and customer experience standards; Partner with Enablement, Business Systems, and Operations teams to improve workflows and remove friction points for agents and customers; Document and provide follow-through on meeting actions and ensure timely follow-up; Update project deliverable trackers; Oversee pilots and initiatives including managing multiple projects and providing reporting and presentation outputs; Lead or contribute to strategic projects that drive operational scalability, efficiency, and quality improvements; Collaborate with vendor partners to align goals, calibrate performance, and ensure seamless integration with internal teams

Requirements

Experience: 5+ years in customer experience, operations, or contact center management, including at least 2+ years leading people managers or large teams; Leadership: Proven ability to lead, coach, and hold accountable high-performing teams in a fast-paced environment; Operational excellence: Strong background in resource planning, Workforce management, vendor management, and service delivery; Program/project management: Skilled at delivering cross-functional initiatives & pilot rollouts from prior experience; Data-driven: Skilled at using performance metrics and analytics to inform decisions and drive business outcomes; Customer-focused: Deep understanding of how support operations impact the overall customer experience and willingness to interact directly with customers; Collaborative & adaptable: Effective partnership across functions and comfortable navigating change and ambiguity; Communication: Strong written and verbal English communicator with the ability to align teams and influence outcomes

Nice to have

Background in healthcare, dental, or medical technology organizations; Accustomed to US business practices and experience working cross-culturally; Familiarity with workforce management tools and CRM platforms; Experience scaling multi-lingual teams & overseeing multiple lines of business

Benefits

Healthcare; Dental; Mental health support; Parental planning resources; Retirement savings options; Generous paid time off