Senior Manager, CX Systems & IT
$147,675–$179,000 year
RemoteUnited States
Job Summary
Own and optimize enterprise CX systems including Zendesk and Snapcall, ensuring robust configuration, workflow automation, and optimal data flow. Drive GenAI innovation by collaborating with Engineering to design and implement a GenAI-enabled intake chat application for dental practices. Partner on CX strategy and knowledge management to align system capabilities with operational goals, leading the technical roadmap for case management tools. Own dental practice IT hardware and GTM support, ensuring intraoral scanners operate flawlessly and seamlessly submit cases to Dandy Labs. Act as the bridge between CT, IT, Product, and Engineering to translate business requirements into scalable technical solutions while defining and tracking KPIs for system uptime, support efficiency, and hardware health.
Required Qualifications
- 3+ years of experience leading team members or key strategic programs within CX Systems, in a fast-paced, high-growth environment
- 5+ years of hands-on experience administering, architecting, and optimizing Zendesk (or similar) including Support, Talk, Chat/Messaging) in a complex business environment
- Proven experience partnering with Engineering teams to deliver complex technical projects, specifically involving GenAI, NLP, chatbots, or automated messaging workflows
- A stellar communicator who can effortlessly translate complex technical and systems architecture into actionable strategic insights for CX leadership, EPD, and executive stakeholders
- A strategic thinker who isn't afraid to roll up their sleeves, build workflows from scratch, troubleshoot hardware integrations, and quickly adapt to changing business needs
Desired Qualifications
- Experience in mid-sized, high-growth tech companies, particularly in the healthtech, dental, or hardware-enabled SaaS space
- Zendesk or similar Administrator or Architect certifications
- Experience with hardware device support
- Familiarity with modern APIs, Webhooks, and middleware (e.g., Workato, Zapier, or custom integrations) to connect Cx systems with internal databases
- Experience in environments subject to healthcare compliance frameworks (e.g., HIPAA)
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