Dandy

6 days ago

Senior Manager, CX Systems & IT

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Lead and scale enterprise customer experience systems (Zendesk and Snapcall) and ensure robust workflow automation, configuration, and data flow. Partner with Product and Engineering to deliver a GenAI-enabled intake chat application, and serve as the technical roadmap owner for case and knowledge management. Also partner with IT to support dental practice hardware fleets so intraoral scanners connect seamlessly to Dandy Labs, while tracking KPIs for uptime, efficiency, and self-service deflection.

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and optimize Zendesk and Snapcall, ensuring robust configuration, workflow automation, and optimal data flow across customer support.
•Collaborate with Engineering to design, test, and implement a GenAI-enabled intake chat application for practices interacting with Dandy.
•Partner with CX leaders on system capabilities and lead the technical roadmap for Zendesk case and knowledge management.
•Partner with IT to support dental practice hardware fleets, ensuring intraoral scanners operate flawlessly and submit cases to Dandy Labs.
•Bridge CT, IT, Product, and Engineering to translate business requirements into scalable technical solutions and track relevant KPIs.

Pay and Benefits

Salary: USD 147,675 - 179,000 annually

Perks:Health InsuranceDentalRetirement SavingsPaid LeaveParental Leave

Key Requirements

•3+ years leading team members or key strategic programs within CX Systems in a fast-paced, high-growth environment.
•5+ years administering, architecting, and optimizing Zendesk (or similar) including Support, Talk, and Chat/Messaging.
•Proven experience partnering with Engineering teams on GenAI projects involving NLP, chatbots, or automated messaging workflows.
•Ability to translate complex technical and systems architecture into actionable insights for CX leadership and executive stakeholders.
•Comfort building workflows from scratch and troubleshooting hardware integrations in a fast-changing environment.

Experience:HealthtechDentalSaaSHardware-enabled SaaS

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingCross-functional collaboration

Certifications:Zendesk administratorZendesk architect

Tech Stack:ZendeskSnapcallGenAINLPChatbotsZendesk SupportZendesk TalkChat/messagingWorkatoZapierAPIsWebhooksMiddleware

Company Brief

Dandy

Dandy is a fully digital dental lab that provides intraoral scanners, chairside software, real-time clinical support, and AI‑accelerated manufacturing to streamline prosthetic workflows and improve patient outcomes for dental practices and DSOs.

Industry: HealthTech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Seed

Headquarters: New York, United States

Founded: 2016

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Dandy

6 days ago

Senior Manager, CX Systems & IT

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and optimize Zendesk and Snapcall, ensuring robust configuration, workflow automation, and optimal data flow across customer support.
•Collaborate with Engineering to design, test, and implement a GenAI-enabled intake chat application for practices interacting with Dandy.
•Partner with CX leaders on system capabilities and lead the technical roadmap for Zendesk case and knowledge management.
•Partner with IT to support dental practice hardware fleets, ensuring intraoral scanners operate flawlessly and submit cases to Dandy Labs.
•Bridge CT, IT, Product, and Engineering to translate business requirements into scalable technical solutions and track relevant KPIs.

Pay and Benefits

Salary: USD 147,675 - 179,000 annually

Perks:Health InsuranceDentalRetirement SavingsPaid LeaveParental Leave

Key Requirements

•3+ years leading team members or key strategic programs within CX Systems in a fast-paced, high-growth environment.
•5+ years administering, architecting, and optimizing Zendesk (or similar) including Support, Talk, and Chat/Messaging.
•Proven experience partnering with Engineering teams on GenAI projects involving NLP, chatbots, or automated messaging workflows.
•Ability to translate complex technical and systems architecture into actionable insights for CX leadership and executive stakeholders.
•Comfort building workflows from scratch and troubleshooting hardware integrations in a fast-changing environment.

Experience:HealthtechDentalSaaSHardware-enabled SaaS

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingCross-functional collaboration

Certifications:Zendesk administratorZendesk architect

Tech Stack:ZendeskSnapcallGenAINLPChatbotsZendesk SupportZendesk TalkChat/messagingWorkatoZapierAPIsWebhooksMiddleware

Company Brief

Dandy

Industry: HealthTech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Seed

Headquarters: New York, United States

Founded: 2016

Glassdoor: 3.4

Website LinkedIn Glassdoor