Customer Experience Enablement Lead
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Job Description
Customer Experience Enablement Lead developing training for Dandy's Customer Support teams. Engaging with technology to support dental practices worldwide.
Responsibilities:
- Create, Execute, and Scale Agent Training
- Develop modular new hire onboarding and upskill/reskill training programs that focus on practical, role-specific application of technical knowledge and customer interaction best practices. Ensure the programs are scalable and adaptable to every new geography Dandy enters.
- Facilitate engaging live and async learning experiences that ensure agents can confidently support customers
- Standardize onboarding materials, curriculum, and flow to ensure agents start with a consistent, engaging experience that minimizes learning fatigue and maximizes agent quality
- Collaborate with the Customer Experience Knowledge Management Associate to enhance our Knowledge Base resources, identifying outdated information and updating relevant articles appropriately
- Train the Trainer - create effective, scalable programs that ensure our frontline leaders can support, manage, and develop their agents
- Build Clear Lines of Communication
- Partner cross-functionally to collect relevant information on product releases and updates, creating strong feedback loops to help cross-functional partners learn from our agents
- Serve as a “technical translator”, distilling complex product roadmaps and technical jargon from EPD/GTM into concise, "agent-friendly" guides and micro-learning moments
- Serve as an information conduit, fast-tracking high importance information, simplifying complex updates, and decreasing overall noise in a rapidly changing environment
- Identify process improvements to improve the agent and customer experience and work cross-functionally to drive implementation
- Own continuous improvement of the new agent onboarding process, continually updating to incorporate agent feedback and reflect the most timely and relevant information
Requirements:
- 5-7 years of experience in enablement, L&D, or internal training (preferably in high-growth or tech-enabled environments)
- Knowledge of adult learning theory and instructional design principles (Kirkpatrick model, Experiential Learning, etc)
- Demonstrated ability to manage a learning program from start to finish, including logistics, content creation, and stakeholder management, and managing multiple projects simultaneously
- 5+ years experience in a dental or clinical setting developing and executing training on clinical workflows or digital health technology (e.g. intraoral scanners)
- Deep understanding of digital dental workflows across crowns, bridges, implants, and removables
- A strong negotiator who can build trust with Workforce Management (WFM) and stakeholders to ensure agents have the dedicated time they need for training.
- An agile, systems-oriented thinker who can adapt quickly to changes in business strategy and connect different functions and processes to create a cohesive enablement environment
- Comfortable in a fast-paced, cross-functional environment
- Understand how an effective support team drives customer satisfaction and retention
- Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels
- Skilled at using data to evaluate identify gaps and evaluate effectiveness of training curriculum
Benefits:
- healthcare
- dental
- mental health support
- parental planning resources
- retirement savings options
- generous paid time off
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