Manager, CX Workforce Capacity

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.

Job Description

Dandy is hiring an analytical, systems oriented Workforce Manager to join our rapidly growing venture-backed company. The Customer Experience team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams. In this role, you will design and implement a comprehensive workforce management strategy for CX that aligns with Dandy's business objectives. You will manage a Workforce Associate and partner closely with CX leadership, Business Systems and Finance to ensure the support team is optimally staffed and operating efficiently as we expand rapidly into new markets around the world.

What You'll Do

• Forecasting and Planning - Analyze historical volume trends across all contact channels to generate short- and long-term demand forecasts that dynamically adapt to factors including channel dynamics, seasonality, geographic expansion, and other business initiatives. Translate forecasts into actionable staffing models that align with service level agreements (SLAs), productivity goals, and budgets.
• Leadership and Team Management - Guide the Workforce Associate's daily tasks and professional development. Collaborate with frontline operations leaders and CX leadership to review performance, improve alignment and plan for future changes.
• Performance Analysis, Reporting and Communication - Design and implement analytics and reporting solutions that provide strategic insights, driving predictive and prescriptive workforce optimization. Present regular performance reports to senior leadership, clearly communicating our workforce strategy and its impact on the business.
• Process Improvement & Project Management - Lead cross-functional workforce initiatives and maintain alignment with key stakeholders. Identify opportunities to improve processes and utilize technology to increase agent quality and efficiency.
• Strategy - Partner closely with CX leadership to define Dandy Support's expansion strategy to ensure we scale effectively to meet demand growth.

What We're Looking For

• 5+ years experience in workforce management, operations performance, or capacity planning ideally in a high-growth environment
• 3-5 years of direct people management experience
• Hands on experience with industry-standard WFM platforms (Zendesk WFM preferred) and real-time dashboard platforms
• Understanding of SLA management, queue dynamics, and contact center metrics
• Global operations experience with prior exposure to workforce planning across regions, languages and cultural contexts.
• Advanced Excel and modeling skills; experience building and maintaining capacity and staffing models
• Comfort with SQL, Python, R or BI tools (Looker preferred) to analyze complex workforce data.
• A proven track record of designing and implementing WFM programs, demonstrating the ability to create new methodologies and systems rather than maintaining existing ones
• Ability to identify trends, predict operational risks, and proactively drive solutions
• Exceptional ability to communicate, influence and collaborate with senior leadership across multiple teams and departments including operations, finance and vendor management teams.
• Attention to detail, system thinking, and comfort in a fast-paced growth environment

Bonus Points For

• Experience in regulated industries, such as dental, healthcare, or finance
• Outsourcing work / BPO partnership management
• Collaborating with WFM vendor teams for staffing and service commitments

For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off-ensuring our team members are supported no matter where they live and work. Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more! Apply tot his job Apply To this Job