Manager, Customer Experience IT

OpenKrill; United States; On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Equity

Health insurance

Dental insurance

Vision insurance

401(k) plan

Flexible vacation

Remote-friendly culture

Job summary

Archy is seeking a Manager of Customer Experience IT (CXIT) to lead a Migration Technical Customer Support team responsible for go-live steps including data migrations and imaging. This player-coach role reports to the Head of Onboarding and balances coaching with hands-on work, decreasing as the team scales.

You will guide complex migrations, build scalable processes, and partner with Onboarding, Product, and Engineering to improve go-live success.

Qualifications

• 3+ years leading technical support or IT teams with coaching focus.
• Hands-on background with remote desktop tools, VMs and scripting.
• SaaS experience in healthcare preferred; dental imaging knowledge a plus.
• Able to translate field issues into actionable product feedback.
• Proactive use of AI tools to streamline workflows.
• Able to explain technical concepts to non-technical staff.

Responsibilities

• Direct, coach, and grow a team of migration specialists.
• Own migration playbooks, runbooks, and documentation.
• Ensure end-to-end go-live readiness and SLA adherence.
• Collaborate with Onboarding, Product, and Engineering.
• Track CXIT metrics and manage escalation resolution.
• Provide coverage during migrations and go-lives.

Skills

Team leadership

SaaS experience

Healthcare domain

Remote work tooling

AI automation

Technical escalation

Education

Bachelor's degree in CS/IT or related

Tools

AnyDesk

PowerShell

Virtual Machines

Remote desktop tools

Job description

About Archy

Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.

Archy is a Series C vertical SaaS solution revolutionizing the dental practice management space — giving dental providers AI agents and software that lets them do what they do best (be dentists!) while we handle the more technical sides of running their practice business.

JOB DESCRIPTION

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