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Dandy is transforming the dental industry through technology, building an operating system for dental practices globally. The company is backed by leading venture capital firms and is on an ambitious mission to modernize every function of dental practices.
As Training Team Lead, you will supervise and develop a team of Trainers who deliver onboarding experiences to new customers. You'll combine leadership, coaching, and process optimization to ensure seamless customer onboarding and drive team performance.
Key Responsibilities:
• Lead and coach a team of Trainers, conducting regular 1:1s to provide feedback, review KPIs, and support professional growth.
• Build and implement a Quality Assurance strategy to audit performance, provide actionable feedback, and drive continuous improvement.
• Foster a positive, collaborative team environment prioritizing customer success and operational excellence.
• Develop and execute enablement strategies to enhance team skills and ensure best-in-class onboarding delivery.
• Manage team schedules, PTO, and holiday coverage to ensure seamless operations.
• Identify operational bottlenecks and propose scalable solutions in collaboration with cross-functional teams.
• Develop, maintain, and optimize Standard Operating Procedures (SOPs) for consistency and scalability.
• Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams.
• Analyze team and customer performance data to inform decision-making and improve the onboarding process.
• Act as an escalation point for complex customer issues, ensuring timely resolution.
• Travel up to 20% for in-practice learning and Trainer support.
Requirements:
• 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech.
• 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting.
• Proven ability to manage and develop a team, driving measurable performance improvements.
• Hands-on problem solver with passion for customer success and operational efficiency.
• Strong communication and collaboration skills, with ability to work effectively across teams.
• Comfort operating in ambiguous, high-velocity environments with proactive and resourceful approach.
• Intellectual curiosity and data-driven mindset, with ability to analyze performance metrics and implement improvements.
Additional Considerations:
• Familiarity with the dental industry or prior experience in dentistry.
• Workforce management experience, including scheduling and capacity planning.
• Positive attitude, sense of humor, and ability to foster a fun and engaging team culture.
