Customer Experience Operations Manager

Torch Dental • New York, NY

20d

About The Position

Torch Dental is building software to modernize the dental supply chain and revenue cycle. Its products include Torch Dental Marketplace, which helps dental practices simplify purchasing, and Torch Revenue Cycle Management, an AI-powered insurance platform. The company is growing both products and serves customers in the healthcare market.

The Customer Experience Operations Manager will lead the day-to-day direction and performance of Torch’s customer experience operations organization. This hands-on role owns workflow performance, identifies and resolves operational challenges, and works autonomously while involving leadership when appropriate. The manager partners with supplier, engineering, and product teams to shape customer experiences. The scope is expected to grow as the team scales, with opportunities for broader leadership.

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 them 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, with the ability to take ownership and move 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 causes.
• Create action plans with clear owners and priorities, and lead the team in executing them.
• Resolve recurring issues and revise standard operating procedures and guides to prevent them from recurring.
• Own progress on key quarterly projects, flag risks early, and keep work on schedule.
• Act as a trusted point of contact for the team and cross-functional partners.
• Partner with supplier, engineering, and product teams to shape customer experiences.

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