[Hiring] Senior Manager, Global Customer Success Operations @Dandy

Role Description

Dandy is hiring a Senior Manager, Training Operations to lead and scale our Training organization across the U.S., Canada, and international markets. This role oversees both field and virtual training teams responsible for delivering an exceptional onboarding experience to new dental practices.

The Senior Manager will manage a team of Training and Operations Managers and be accountable for building the systems, processes, and leadership capacity to enable global scale. This role requires an experienced people leader and exceptional operator who can lead complex global training operations with precision, using data to inform coaching, optimize capacity, quality, and performance across teams.

You’ll be a key partner to cross-functional teams (Sales, Customer Success, Product, and Enablement), driving initiatives that elevate the customer experience, streamline operations, and strengthen Dandy’s reputation as a trusted clinical partner.

What You’ll Do

• Lead and develop a team of Training and Operations Managers overseeing field, virtual, and international trainers. Drive performance through clear OKRs, coaching, and accountability frameworks.
• Own global training operations, including capacity planning, scheduling, and resource allocation, ensuring teams are deployed efficiently to meet business objectives across multiple regions and time zones.
• Define and track KPIs that measure onboarding quality, efficiency, and trainer productivity, using data to inform continuous improvement and resource planning.
• Build leadership capability within the Training organization — hiring, mentoring, and developing managers to become exceptional people leaders.
• Collaborate cross-functionally with Sales, Customer Success, Product, and Clinical teams to align training programs with evolving business needs and customer feedback.
• Oversee end-to-end training logistics and capacity planning, ensuring seamless execution across multiple time zones and delivery formats.
• Identify and address operational bottlenecks across teams, processes, and systems; implement process improvements to drive standardization and scalability.
• Champion the customer experience through consistent, high-quality onboarding that builds trust, confidence, and adoption.
• Leverage data from multiple sources (Performance dashboards, LMS, feedback surveys) to drive operational excellence, and enhance overall team effectiveness.

Qualifications

• 7+ years of experience in operations, training, or customer experience leadership roles within a high-growth or large-scale organization.
• Proven success as a “manager of managers”, leading multiple teams and developing strong people leaders.
• Strong operational and analytical mindset, with deep experience using performance data to guide team coaching, quality, and capacity decisions.
• Experience scaling global teams and building consistency across regions, delivery modes (virtual and field), and customer types.
• Highly process-oriented, with a track record of creating and improving cross-functional workflows.
• Excellent stakeholder management and communication skills, capable of influencing across functions and levels.
• Strong customer empathy and understanding of how to translate customer needs into operational solutions.
• Comfort operating in ambiguity, with a willingness to roll up your sleeves to solve complex problems.
• Experience in healthcare, SaaS, or high-touch B2B environments is preferred.
• Familiarity with global or multilingual teams, especially across North America and Europe.

Benefits

• Comprehensive and inclusive benefits tailored to each country where we operate.
• Local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off.

Company Description

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology.

As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.