Customer Experience Enablement Lead at Dandy

Dandy is transforming the massive and antiquated dental industry, valued at over $400 billion. Backed by leading venture capital firms, we are on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand globally, Dandy is building the operating system for dental offices worldwide, 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 seeking a strategic and execution-focused Customer Experience Enablement Lead to join our rapidly growing venture-backed company. DENTAL EXPERIENCE REQUIRED.

As the CX Enablement Lead, you will be the primary resource for onboarding and training our clinical and non-clinical Customer Support teams. Your role is to ensure Dandy’s support experts have the tools, training, and clinical context necessary to provide world-class service to our customers. You will achieve this by bridging the gap between hardware, software, and complex dental product workflows and frontline execution, creating training programs that are effective and lasting. This is a high-impact role within a growing Customer Experience Enablement team, scaling to meet ambitious company growth goals.

What You Will Do:

Create, Execute, and Scale Agent Training

• Develop modular new hire onboarding and upskill/reskill training programs focused on practical, role-specific application of technical knowledge and customer interaction best practices. Ensure these programs are scalable and adaptable for every new geography Dandy enters.
• Facilitate engaging live and asynchronous learning experiences to ensure agents can confidently support customers.
• Standardize onboarding materials, curriculum, and flow to provide agents 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with the Customer Experience Knowledge Management Associate to enhance our Knowledge Base resources, identifying outdated information and updating relevant articles appropriately.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 empower frontline leaders to support, manage, and develop their agents.

Build Clear Lines of Communication

• Partner cross-functionally to gather relevant information on product releases and updates, establishing 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 reducing overall noise in a rapidly changing environment.

Process Improvement

• Identify process improvements to enhance the agent and customer experience and collaborate cross-functionally to drive their implementation.
• Own the continuous improvement of the new agent onboarding process, constantly updating it to incorporate agent feedback and reflect the most timely and relevant information.

What We’re Looking For:

• Enablement Skillset:
  • 5-7 years of experience in enablement, Learning & Development (L&D), or internal training (preferably in high-growth or tech-enabled environments).
  • Knowledge of adult learning theory and instructional design principles (e.g., Kirkpatrick model, Experiential Learning).
  • Demonstrated ability to manage a learning program from start to finish, including logistics, content creation, and stakeholder management, while simultaneously managing multiple projects.
• Clinical Training Experience:
  • 5+ years of 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.
• Operational Diplomacy and Flexibility:
  • A strong negotiator capable of building trust with Workforce Management (WFM) and stakeholders to ensure agents have dedicated time for training.
  • An agile, systems-oriented thinker who can quickly adapt 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.
• Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and influence cross-functional partners at all levels.
• Data-driven: Skilled at using data to identify gaps and evaluate the effectiveness of training curriculum.

Bonus Points For:

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

Benefits & Compensation

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.

Salary Range: $90,000 – $110,000 USD

Actual compensation for roles will vary based on factors including the candidate's location, skills, qualifications, and experience. Please note that compensation listed for U.S.-based roles applies only to candidates working in the United States. Candidates located outside the U.S. will have regionally adjusted compensation.

Commitment to Diversity

Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. 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 status, or any other legally protected characteristics. Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more!

Data Privacy Notice

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