Customer Experience Enablement Lead

Dandy

6d

About The Position

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.
Dandy is hiring a strategic and execution-focused Customer Experience Enablement Lead to join our rapidly growing venture-backed company.
As the CX Enablement Lead, you will be the go-to for onboarding and training for our clinical and non-clinical Customer Support teams. You will ensure that Dandy’s support experts have the tools, training, and clinical context they need to provide world-class service to our customers. You will do this by bridging the gap between hardware, software, and complex dental product workflows and frontline execution, creating training programs that resonate and stick. This is a high-impact role on a growing Customer Experience Enablement team that is scaling to meet ambitious company growth goals.

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
• Customer-centric mindset: 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
• Data-driven: Skilled at using data to evaluate identify gaps and evaluate effectiveness of training curriculum

Nice To Haves

• Experience in a Customer Experience organization and with customer service and LMS platforms (ie, Zendesk, Absorb, etc)
• Proven ability to scale learning programs globally across languages, timezones, and cultures
• Previous experience in Quality management or QA process development

Responsibilities

• 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
• Process Improvement
• 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

Benefits

• For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate.
• Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed