Customer Experience Operations Manager

Torch Dental • New York, NY

22d • $70,000 - $90,000

About The Position

Torch Dental is seeking a hands-on Customer Experience Operations (CXO) Manager to lead the day-to-day direction and performance of its CXO organization. The manager will track team performance and key metrics, identify and investigate issues, develop clear action plans, and guide the team in executing them. The role will address recurring problems by improving workflows, standard operating procedures, and guides, and will own progress on key quarterly projects by monitoring risks and timelines.

The CXO Manager will serve as a trusted partner to the team and to supplier, engineering, and product teams, helping shape the customer experience across touchpoints. The position offers autonomy and ownership, with scope expected to grow as the team scales and opportunities to take on broader leadership responsibilities.

Requirements

• At least 3 years of work experience in operations, business operations, consulting, or high-growth technology.
• Experience managing, coaching, and mentoring others, including setting clear direction and expectations and helping team members grow.
• Strong problem-solving skills and experience using data to identify root causes, make decisions, and set goals.
• Demonstrated success in a customer-facing role, including managing client relationships and communications.
• Ability to structure ambiguous problems and translate them into clear plans for oneself and more junior team members.
• Customer-minded bias for action, taking ownership and moving quickly while considering what is best for the practices served.
• High attention to detail and ability to simplify and improve complex workflows and scale changes across a team.

Nice To Haves

• Experience with SQL, Looker, Apps Script, or Python.

Responsibilities

• Track team performance and key metrics, identify issues early, and analyze data to determine their underlying causes.
• Develop clear action plans with owners and priorities, and lead the team in executing them.
• Resolve recurring issues by improving workflows, standard operating procedures, and guides.
• Own progress on key quarterly projects, flag risks early, and keep work on schedule.
• Serve as a trusted point of contact for the team and cross-functional partners.
• Partner with supplier, engineering, and product teams to shape the customer experience.

Benefits

• Comprehensive medical, dental, and wellness benefits.
• 401(k).
• Flexible paid time off.
• Family leave.
• Opportunities for rapid advancement and input at the highest organizational levels.

What This Job Offers

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