Manager, Customer Experience IT

United States · Remotefull timeRemote

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mid

$100k–$130k

H1B: no

Archy Manager, Customer Experience IT leads a team of technical specialists responsible for data migrations and technical steps before dental practice go-live. Role includes coaching, handling escalations, and partnering cross-functionally to improve migration processes.

Responsibilities

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.

Qualification

3+ years managing technical support

Required

3+ years managing technical support, implementation

Benefits

Dental
Vision
401(k)
Equity/RSU
Wellness

Company

Archy

View company page

Source: ashby

Active within the past hour

Remote-friendly

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Must-Have Skills for This Role

PMS backupsVMsPowerShellremote desktop softwaredental imaging hardware

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Manager, Customer Experience IT at Archy · LumiJobs