Manager, Customer Experience IT

About the role

As Manager of Customer Experience IT (CXIT), you will lead a team of Migration Technical Customer Support Specialists responsible for the critical technical steps preceding a practice's go-live-including data migrations, imaging/sensor setup, and phone/DNS transitions.

This is a player-coach role (majority coaching, minority direct execution) reporting to the Head of Onboarding. You will handle complex technical escalations, coach specialists, build scalable migration systems, and partner cross-functionally with Onboarding, Product, and Engineering. As the team expands, the hands-on technical portion of this role will decrease.

Job Responsibilities

Team Leadership & Development

• Direct, coach, and grow a team of technical specialists through regular 1:1s, performance reviews, and structured career development.
• Define, document, and hold the team accountable to clear performance expectations, SLAs, and quality standards.
• Develop and refine operational processes and documentation to ensure CXIT workflows scale efficiently as the company grows.
• Oversee hiring, onboarding, ramp plans, and technical training for new CXIT team members.
• Establish a high-ownership team culture with clear standards for queue management and practice communication.
• Manage and participate in the on-call/weekend coverage schedule for live migrations and cutovers.

Technical & Operational Execution

• Ensure end-to-end technical go-live readiness: server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers.
• Serve as the senior escalation point for complex migration discrepancies, custom server/imaging environments, and high-risk accounts.
• Own and continuously refine migration playbooks, runbooks, and internal documentation.
• Maintain hands-on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware.

Cross-functional Collaboration & Strategy

• Partner closely with the Manager of Onboarding to align timelines, resolve blockers, and communicate migration status transparently.
• Serve as the voice of the field to Product and Engineering by packaging detailed defect reports, identifying patterns, and prioritizing long-term fixes.
• Track and report on key CXIT metrics, including cycle time, cutover accuracy, escalation resolution, and go-live technical incidents.
• Identify automation and tooling opportunities to reduce manual workload and increase migration efficiency.

Job Requirements

• 3+ years managing technical support, implementation, or IT teams; proven track record of coaching and developing technical talent.
• Hands-on background with remote desktop tools (e.g., AnyDesk), Virtual Machines, basic scripting (PowerShell), and server/hardware troubleshooting.
• Background in SaaS and healthcare (dental industry strongly preferred).
• Demonstrated success translating field/customer issues into actionable feedback and bug reports for Product and Engineering teams.
• Proactive use of AI tools and automation to streamline workflows and improve operational output.
• Exceptional ability to explain complex technical concepts clearly to non-technical dental office staff.
• Exposure to dental imaging software/hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix, etc.) is a major plus.
• This is a remote (US-based) role. Core working hours are typically 9:00 AM - 6:00 PM Mountain or Pacific Time, with flexibility required for night and weekend coverage during migrations and go-lives

What We Offer

• Competitive salary and equity (some roles may be eligible for performance-based incentives or bonuses)
• Health, dental, and vision insurance
• 401(k) plan
• Flexible vacation policy
• Remote-friendly culture