Senior Manager, Customer Training & Onboarding

About Dandy

Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world's leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.

About the Role

We are looking for a Senior Manager to join our rapidly-growing Customer Training and Onboarding department. This highly-visible manager of managers will be initially responsible for understanding our strengths, weaknesses, and opportunities in our Live Training vertical. They will define the future of our Live Training program to fit in with our asynchronous offerings, such as self-service and tutorials, for customers. By applying strategic and analytical thinking, a deep understanding of customer behavior, and strong leadership skills, the Senior Training Manager will shape our Training Department’s priorities and outputs in 2023 and beyond. In addition to leading a team of nearly 30 dental professionals and adult learning experts, the Senior Training Manager will relentlessly pursue improvement in all aspects of our department performance, never accepting that we have cracked the code on what makes a highly effective, enjoyable, and sticky onboarding experience for our customers. 

If you want to shape the future of customer onboarding at a hypergrowth startup, this position is for you.

What You'll Do

• Define the future of Live Training at Dandy. We imagine onboarding customers through many journeys, but face-to-face virtual conversations are the cornerstone of our work. You will define how to deploy our expertise and our resources for maximum value. 
• Fill in the blanks in our performance. We know that we deliver effective trainings with a simple operation, but our operation has become increasingly complex to support many more customers. We will look to you to define guiding principles for quality, standards for evaluation, and a way to improve performance across the board. 
• Build a development-centered culture: Our trainers come to Dandy with a wide range of experience - some have decades as clinicians or years as adult learning experts. You’ll be responsible for identifying, maintaining, and innovating our plans for quality improvement that we use in Training. You’ll then work with front-line managers to create plans for contributors’ improvement, development, and advancement. 
• Identify problems: Just because we’ve done it in the past doesn’t mean it’s the best way to do it. You should come with a highly critical eye and be willing to throw out existing best practices if there’s a measurably better way to do it. 
• Bring your own expertise and synthesize others’: You should be prepared to leverage expert resources from around the company to ensure Training is a reflection of the latest and greatest information in the company. 

What We're Looking For

• 5-7 years of experience in a people or program management role with measurable improvements in business outcomes 
• Experience managing managers
• Experience managing change both through influence and your direct reports
• High expectations for yourself and those around you: you should be intolerant of B+ quality work and move at lightning speed to fix it

Bonus Points For

• Dental experience, DDS or DMD
• Previously built and/or led departments in a production environment, including the operational infrastructure (e.g., inventory management software, written SOPs)
• A strong consulting or operations background 
• Outstanding professional references to share
• Relentlessly positive attitude, a strong sense of humor, and the ability to have fun at work

The reasonably estimated salary for this role at Dandy is $135,000 - $150,000 plus equity. Actual compensation is based on a number of factors including, but not limited to the primary work location, candidate's skills, qualifications, and experience.

In addition, Dandy offers a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan, paid time off and fitness reimbursements.

Dandy is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration s