Manager, CX Strategy & Operations

Dandy
Cairo
Workplace: OnsiteFull timeFunction: Strategy & Corporate DevelopmentExperience: 5+ yearsSkills: ["Leadership","Coaching","Accountability","Communication","Collaboration"]

Lead the Customer Experience (CX) team’s strategy and operational performance across multiple geographic locations. Own vendor and performance management, staffing, and resource planning to meet service-level objectives. Partner with workforce management, enablement, business systems, and operations to improve workflows, run pilots, and drive cross-functional operational excellence using data-driven metrics. Also collaborate directly with customers to resolve escalations and improve relationships.

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FursaFursa
Dandy
Dandy
4 days ago

Manager, CX Strategy & Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead the Customer Experience (CX) team’s strategy and operational performance across multiple geographic locations. Own vendor and performance management, staffing, and resource planning to meet service-level objectives. Partner with workforce management, enablement, business systems, and operations to improve workflows, run pilots, and drive cross-functional operational excellence using data-driven metrics. Also collaborate directly with customers to resolve escalations and improve relationships.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Manager level

Key Responsibilities

  • •Oversee multiple CX operations teams across geographic locations, focusing on performance and stability.
  • •Own performance metrics and use data-driven insights to identify trends, diagnose issues, and execute action plans to improve outcomes.
  • •Manage vendor management and build governance processes and CX offshore best practices to scale effectively.
  • •Collaborate with CX leadership and vendor account management to recruit, interview, and onboard agents aligned to culture and customer-first values.
  • •Partner cross-functionally to improve workflows, document follow-through on initiatives, manage pilots, and provide reporting for strategic programs.

Pay and Benefits

Perks:Health InsuranceDentalParental LeaveRetirement SavingsPaid Leave

Key Requirements

  • •5+ years in customer experience, operations, or contact center management, including 2+ years leading people managers or large teams.
  • •Proven ability to lead, coach, and hold accountable high-performing teams in a fast-paced environment.
  • •Strong background in operational excellence, including resource planning, workforce management, vendor management, and service delivery.
  • •Skilled at delivering cross-functional initiatives and pilot rollouts.
  • •Ability to use performance metrics and analytics to inform decisions and drive business outcomes.
Experience:5+ yearsCustomer experienceContact centerOperations managementVenture-backed startups
Skills:LeadershipCoachingAccountabilityCommunicationCollaboration
Languages:English

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
Glassdoor: 3.4
WebsiteLinkedInGlassdoor