Training Operations Manager

📋 Description

• • Dandy Technology, Inc. is at the forefront of revolutionizing the vast and historically traditional dental industry, a sector valued at over $200 billion. Fueled by investment from leading venture capital firms, our ambitious mission is to modernize and streamline every facet of dental practice operations through innovative technology. As we expand our global footprint, Dandy is dedicated to building the ultimate 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, you will serve as the Onboarding Manager, taking ownership of the earliest and most critical phase of our customer lifecycle. This position is designed for an individual who will architect the foundational infrastructure that guides a dental practice from the moment of sales handoff through to active ramp-up and sustained engagement. Your primary objective will be to ensure every practice swiftly reaches its "magic moment" – the point of significant value realization – thereby establishing a robust foundation for enduring success. This is a unique "0-to-1" opportunity, where you will be instrumental in designing, building, and operationalizing the entire onboarding playbook from its inception, and subsequently, systematizing it to ensure scalability and efficiency as the company grows.
• • Your responsibilities will encompass the complete ownership of the end-to-end onboarding funnel. This includes managing the transition from sales to the customer, through to confirmed practice activation and the establishment of a healthy, ongoing operational ramp. You will be tasked with defining the critical milestones, key performance indicators (KPIs), and definitive success criteria for each stage of the early practice lifecycle. Furthermore, you will be responsible for constructing the necessary reporting infrastructure to meticulously track progress against these defined metrics.
• • A significant aspect of this role involves building and leading a high-performing team of Trainers. You will be responsible for hiring, onboarding, and developing these individuals, ensuring they operate with maximum efficiency and effectiveness, and are consistently measured against clear, actionable performance standards. To support this team and ensure consistency, you will develop scalable Standard Operating Procedures (SOPs), comprehensive playbooks, and robust training systems. These resources will serve to codify institutional knowledge, thereby minimizing reliance on any single individual and promoting a standardized, high-quality onboarding experience.
• • You will proactively identify and systematically remove bottlenecks within the onboarding funnel. This continuous improvement effort is crucial for compressing the time-to-value for new practices, allowing them to realize the benefits of Dandy's solutions more rapidly. Collaboration will be key; you will partner closely with the Sales, Customer Success, and broader Operations teams to ensure seamless handoffs between departments and to cultivate a unified, positive early customer experience. This cross-functional synergy is vital for maintaining momentum and customer satisfaction.
• • Managing onboarding capacity and strategic scheduling across an expanding portfolio of practices will be a core duty. You will develop sophisticated systems and processes that enable the onboarding function to scale effectively without a proportional increase in headcount, emphasizing efficiency and resource optimization. Additionally, you will engage directly with practices during their initial lifecycle stages. This hands-on involvement will provide invaluable insights into their pain points, challenges, and successes, enabling you to develop creative and effective strategies to drive adoption, foster user engagement, and ultimately, cultivate delight with the Dandy platform.