Archy - Manager, Customer Experience IT
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
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.
Benefits
• The starting base salary for this position will be determined based on job-related knowledge, skills, experience, and market location. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the Black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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