# Senior Manager, CX Systems & IT

**Company:** [Dandy](https://hotfix.jobs/companies/dandy)
**Location:** Remote
**Role:** IT Support
**Salary:** $148k – $179k/yr
**Experience:** 5+ years
**Skills:** Zendesk, snapcall, Generative AI, NLP, chatbots, APIs, Webhooks, Workato, Zapier, HIPAA
**Posted:** 2026-07-21

> Senior Manager leading CX systems (Zendesk, Snapcall), GenAI chat development with Engineering, and dental hardware IT support. Requires 5+ years Zendesk expertise, GenAI project experience, and cross-functional leadership in high-growth tech.

## Job Description

## Responsibilities
- Own and optimize enterprise CX systems including Zendesk and Snapcall: configuration, workflow automation, and data flow.
- Collaborate with Engineering to design, test, and implement a GenAI-enabled intake chat application.
- Partner with CX leaders to align system capabilities with CX operations strategy; lead technical roadmap for Zendesk as primary Case Management and Knowledge Management application.
- Provide strategic support for dental practice hardware fleet (intraoral scanners) and GTM hardware operations, ensuring seamless connectivity to Dandy Labs.
- Act as bridge between CX, IT, Product, and Engineering to translate business requirements into scalable technical solutions.
- Define, track, and report on KPIs relating to system uptime, support tool efficiency, hardware dispatch/health, and GenAI self-service deflection rates.

## Requirements
- 3+ years leading team members or key strategic programs within CX Systems in a fast-paced, high-growth environment.
- 5+ years hands-on experience administering, architecting, and optimizing Zendesk (or similar), including Support, Talk, Chat/Messaging in a complex business environment.
- Proven experience partnering with Engineering teams to deliver complex technical projects involving GenAI, NLP, chatbots, or automated messaging workflows.
- Strong communicator able to translate complex technical and systems architecture into actionable strategic insights for CX leadership, EPD, and executive stakeholders.
- Strategic thinker with hands-on problem-solving skills; able to build workflows, troubleshoot hardware integrations, and adapt quickly.

## Nice-to-Haves
- Experience in mid-sized, high-growth tech companies, particularly in healthtech, dental, or hardware-enabled SaaS.
- Zendesk Administrator or Architect certifications.
- Experience with hardware device support.
- Familiarity with modern APIs, Webhooks, and middleware (e.g. Workato, Zapier, or custom integrations).
- Experience in environments subject to healthcare compliance frameworks (e.g. HIPAA).

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