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Dandy is transforming the dental industry by building an operating system for dental practices globally. The company is backed by leading venture capital firms and is on a mission to modernize every function of dental practices through technology.
As Customer Onboarding Operations Manager, you will own the operational engine that drives customer activation and early value realization. This is a deeply operational leadership role focused on turning onboarding into a predictable, scalable activation engine—not a training delivery role, but rather ensuring customers are truly ready for training, capacity is aligned to demand, and the system consistently converts onboarding into early orders.
Key Responsibilities:
Own Onboarding Readiness: Build and operationalize the readiness model that determines when an account is prepared for training. Ensure customers complete key onboarding milestones (equipment, scheduling, workflow, expectations) before training occurs. Create visibility into readiness gaps and drive resolution before they impact go-live. Partner cross-functionally to eliminate delays between onboarding stages.
Drive Capacity & Throughput: Forecast training demand and align capacity to support activation goals. Manage scheduling systems to ensure the right training happens at the right time. Translate data into operational decisions (staffing, scheduling, sequencing, readiness timing). Coordinate complex onboarding logistics for enterprise customers, including large multi-location group rollouts that require cross-functional alignment, coordinated scheduling, and consistent execution across practices.
Lead the Coordinator Function: Manage and develop a team of Leads and Training Coordinators. Define clear ownership of readiness, scheduling, and workflows. Establish performance metrics tied to outcomes, not just logistics. Build coaching systems to improve decision-making and prioritization.
Build Systems & Playbooks: Create scalable processes that connect onboarding → readiness → training → activation. Standardize workflows to reduce variability in customer experience. Develop repeatable playbooks for large-scale, multi-location onboarding to ensure coordinated execution and predictable activation across enterprise groups.
Requirements:
- 5+ years of operational experience in a scaling environment
- Experience leading coordination-heavy or logistics-driven teams
- Strong track record of building systems, playbooks, and scalable processes
- Comfort owning capacity planning and throughput challenges
- Experience coordinating complex, multi-stakeholder projects
- Strong data orientation—able to define performance, prioritize work, and improve outcomes
- Ability to operate cross-functionally and create clarity across teams
- Builder mindset with energy for structuring ambiguity
