Strategy & Operations Manager

📋 Description

• • Dandy Technology, Inc. is at the forefront of revolutionizing the vast and historically antiquated dental industry, a sector valued at over $200 billion. Fueled by investment from premier venture capital firms, our ambitious mission is to streamline and modernize every facet of dental practice operations through innovative technology. As we embark on a global expansion, Dandy is diligently constructing the foundational operating system for dental offices worldwide. Our goal is to empower clinicians and their teams with cutting-edge technology, foster a culture of innovation, and provide unparalleled support, enabling them to achieve greater success for their practices, their staff, and ultimately, their patients.
• • In this pivotal role, the Strategy & Operations Manager will be instrumental in architecting and fortifying the operational backbone essential for our business's exponential growth. This individual will be tasked with identifying and implementing the incremental systems and infrastructure necessary to transition from a nascent, manually driven operation to a highly efficient, repeatable, and scalable operational machine. You will be deeply integrated across the entire customer journey, influencing critical areas such as work routing mechanisms, productivity measurement frameworks, and revenue attribution methodologies. Your overarching responsibility will be to ensure the seamless and optimized functioning of all these interconnected operational components.
• • A core aspect of this role involves owning the end-to-end operations for our Treatment Coordinators (TCs). This encompasses daily work routing, optimizing pod structures for maximum efficiency, implementing robust productivity tracking systems, defining and upholding quality standards, and sophisticated capacity planning to meet demand. You will be the architect of the operational infrastructure that underpins the TC team's ability to scale effectively, designing and implementing logic for routing, developing sophisticated productivity metrics, and establishing comprehensive reporting and capacity planning models.
• • You will proactively identify bottlenecks within our core operational workflows. This requires a keen analytical eye to pinpoint inefficiencies and a strategic mindset to design scalable solutions. Collaboration with Product and Engineering teams will be crucial to leverage automation and streamline processes wherever feasible, ensuring that our operational framework can support rapid growth without compromising quality or efficiency.
• • A significant contribution will be the development and implementation of a comprehensive performance management system for our Treatment Coordinators. This involves clearly defining the parameters of an exceptional day, establishing precise and measurable key performance indicators (KPIs), and creating a robust accountability infrastructure to ensure adherence to these standards. This system will drive high performance and continuous improvement within the TC team.
• • Building scalable Standard Operating Procedures (SOPs) and playbooks is another key deliverable. These documents will serve to codify our institutional knowledge, ensuring that our operations can grow organically and efficiently without being dependent on the expertise of any single individual. This knowledge transfer mechanism is vital for long-term scalability and operational resilience.
• • Furthermore, you will forge a strong partnership with the Recruiting and Enablement teams. Together, you will develop a comprehensive TC hiring and ramp-up playbook. The objective is to enhance the quality of new hires, significantly reduce turnover rates, and accelerate the velocity of our hiring process to meet the demands of our expanding organization.
• • This role demands a proactive, hands-on approach. You will be expected to roll up your sleeves and perform the necessary hands-on work to establish these foundational systems, with the ultimate goal of building the very systems that will eventually replace the need for constant manual intervention, thereby creating a truly scalable operation.