Customer Onboarding Operations Manager

Dandy•,

1d•$108,375 - $127,500

About The Position

Dandy is hiring a Customer Onboarding Operations Manager to lead the operational function that drives customer activation. The role focuses on ensuring customers are ready for training, aligning capacity with demand, and reliably converting onboarding into early orders. It is an operational leadership position centered on creating a predictable, scalable activation engine and helping customers reach first value quickly. The manager will lead Training Coordinators and build the systems, playbooks, forecasting discipline, and operational coordination needed across pre-training readiness, capacity planning, and activation velocity. The role includes coordinating complex enterprise onboarding logistics, including large multi-location rollouts that require cross-functional alignment and consistent execution. Dandy is transforming the dental industry through technology and support for dental practices. The company states that its benefits vary by country and typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and paid time off.

Requirements

At least 5 years of operational experience in a scaling environment.
Experience leading coordination-heavy or logistics-driven teams.
A strong track record of building systems, playbooks, and scalable processes.
Comfort owning capacity planning and throughput challenges.
Experience coordinating complex, multi-stakeholder projects.
Strong data orientation and ability to define performance, prioritize work, and improve outcomes.
Ability to operate cross-functionally and create clarity across teams.
Builder mindset and energy for structuring ambiguity.

Responsibilities

Build and operationalize a readiness model to determine when customer accounts are prepared for training.
Ensure customers complete key onboarding milestones—including equipment, scheduling, workflow, and expectations—before training.
Make readiness gaps visible and drive their resolution before they affect go-live.
Partner cross-functionally to eliminate delays between onboarding stages.
Forecast training demand and align capacity with activation goals.
Manage scheduling systems to ensure training occurs at the right time.
Use data to inform staffing, scheduling, sequencing, and readiness timing decisions.
Coordinate complex onboarding logistics for enterprise customers, including large multi-location rollouts.
Manage and develop Leads and Training Coordinators.
Define clear ownership of readiness, scheduling, and workflows.
Establish performance metrics tied to outcomes rather than logistics alone.
Build coaching systems to improve team decision-making and prioritization.
Create scalable processes connecting onboarding, readiness, training, and activation.
Standardize workflows to reduce variability in the customer experience.
Develop repeatable playbooks for coordinated, predictable activation across large multi-location enterprise groups.