Customer Onboarding Operations Manager

About the Role

Dandy is hiring a Customer Onboarding Operations Manager to own the operational engine that drives customer activation. This role is not about delivering training - it’s about ensuring customers are truly ready for training, capacity is aligned to demand, and the system consistently converts onboarding into early orders.

You will lead the function responsible for pre-training readiness, capacity planning, activation velocity, and operational coordination. Managing a team of Training Coordinators, you will build the systems, playbooks, and forecasting discipline required to ensure every customer reaches first value as quickly and reliably as possible.

This is a deeply operational leadership role focused on turning onboarding into a predictable, scalable activation engine.

What You'll Do

Own Onboarding Readiness

• Build and operationalize the readiness model that determines when an account is truly prepared for training
• Ensure customers complete key onboarding milestones before training occurs (equipment, scheduling, workflow, expectations, etc.)
• Create visibility into readiness gaps and drive resolution before they impact go-live
• Partner cross-functionally to eliminate delays between onboarding stages

Drive Capacity & Throughput

• Forecast training demand and align capacity to support activation goals
• Manage scheduling systems to ensure the right training happens at the right time
• Ability to translate data into operational decisions (staffing, scheduling, sequencing, readiness timing)
• Coordinate complex onboarding logistics for enterprise customers, including large, multi-location group rollouts that require cross-functional alignment, coordinated scheduling, and consistent execution across practices.

Lead the Coordinator Function

• Manage and develop a team of Leads and Training Coordinators
• Define clear ownership of readiness, scheduling, and workflows
• Establish performance metrics tied to outcomes (not just logistics)
• Build coaching systems to improve decision-making and prioritization

Build Systems & Playbooks

• Create scalable processes that connect onboarding > readiness > training > activation
• Standardize workflows to reduce variability in customer experience
• Develop repeatable playbooks for large-scale, multi-location onboarding to ensure coordinated execution and predictable activation across enterprise groups

What We're Looking for

• 5+ years of operational experience in a scaling environment
• Experience leading coordination-heavy or logistics-driven teams
• Strong track record of building systems, playbooks, and scalable processes
• Comfort owning capacity planning and throughput challenges
• Experience coordinating complex, multi-stakeholder projects
• Strong data orientation - able to define performance, prioritize work, and improve outcomes
• Ability to operate cross-functionally and create clarity across teams
• Builder mindset with energy for structuring ambiguity

Req ID: J-388

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.

• 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.