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Archy is a Series C vertical SaaS platform transforming dental practice management with AI agents and software that automates the technical operations side of running a dental practice, freeing dentists to focus on patient care.
As Manager of Customer Experience IT (CXIT), you will lead a team of Migration Technical Customer Support Specialists responsible for the critical technical work that precedes a dental practice's go-live. This includes data migrations, imaging and sensor setup, and phone/DNS transitions. This is a player-coach role with a majority coaching focus and minority direct execution, reporting to the Head of Onboarding.
You will handle complex technical escalations, coach and develop specialists, build scalable migration systems, and partner cross-functionally with Onboarding, Product, and Engineering teams. As the team expands, the hands-on technical portion will decrease.
Key responsibilities include:
**Team Leadership & Development:**
- Direct, coach, and grow technical specialists through regular 1:1s, performance reviews, and structured career development
- Define and enforce clear performance expectations, SLAs, and quality standards
- Develop and refine operational processes and documentation for scalable CXIT workflows
- Oversee hiring, onboarding, ramp plans, and technical training for new team members
- Establish a high-ownership team culture with clear standards for queue management and practice communication
- Manage and participate in on-call and weekend coverage for live migrations and cutovers
**Technical & Operational Execution:**
- Ensure end-to-end technical go-live readiness including server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers
- Serve as senior escalation point for complex migration discrepancies, custom server/imaging environments, and high-risk accounts
- Own and continuously refine migration playbooks, runbooks, and internal documentation
- Maintain hands-on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware
**Cross-Functional Collaboration & Strategy:**
- Partner with the Manager of Onboarding to align timelines, resolve blockers, and communicate migration status
- Serve as the voice of the field to Product and Engineering by packaging defect reports, identifying patterns, and prioritizing long-term fixes
- Track and report on key CXIT metrics including cycle time, cutover accuracy, escalation resolution, and go-live technical incidents
- Identify automation and tooling opportunities to reduce manual workload and increase migration efficiency
**Requirements:**
- 3+ years managing technical support, implementation, or IT teams with proven track record of coaching and developing technical talent
- Hands-on background with remote desktop tools (e.g., AnyDesk), Virtual Machines, basic scripting (PowerShell), and server/hardware troubleshooting
- Background in SaaS and healthcare (dental industry strongly preferred)
- Demonstrated success translating field/customer issues into actionable feedback and bug reports for Product and Engineering teams
- Proactive use of AI tools and automation to streamline workflows and improve operational output
- Exceptional ability to explain complex technical concepts clearly to non-technical dental office staff
- Exposure to dental imaging software/hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix, etc.) is a major plus
- Core working hours typically 9:00 AM – 6:00 PM Mountain or Pacific Time, with flexibility required for night and weekend coverage during migrations and go-lives
