Onboarding & Training Excellence Lead

Dandy; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Dandy is seeking an experienced Trainer Lead to supervise onboarding teams in a fast-paced dental technology environment. You will coach Trainers, drive performance improvements, and shape SOPs that scale as the company grows.

The role emphasizes data-driven decision making, collaboration, and strong communication to deliver an exceptional onboarding experience for customers while managing schedules, KPIs, and trainer development.

Qualifications

• 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech.
• 2+ years of direct people management experience as a titled manager.
• Proven ability to manage and develop a team, driving measurable performance improvements.
• Strong communication and collaboration skills.
• Ability to operate in ambiguous, high-velocity environments.
• Intellectual curiosity and a data-driven mindset.
• Ability to travel up to 20% for in-practice learning and Trainer support.

Responsibilities

• Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers.
• Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support professional growth.
• Build and implement a Quality Assurance (QA) strategy to audit performance and drive continuous improvement.
• Manage team schedules, including PTO and holiday coverage, to ensure seamless operations.
• Develop, maintain, and optimise Standard Operating Procedures (SOPs).
• Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal.
• Analyse team and customer performance data to inform decision-making and improve the onboarding process.
• Act as an escalation point for complex customer issues.

Skills

People management

Data-driven mindset

Communication

Collaboration

Adaptability

Job description

Dandy is seeking an experienced Trainer Lead to supervise onboarding teams in a fast-paced dental technology environment. You will coach Trainers, drive performance improvements, and shape SOPs that scale as the company grows.

The role emphasizes data-driven decision making, collaboration, and strong communication to deliver an exceptional onboarding experience for customers while managing schedules, KPIs, and trainer development.