Manager, Customer Experience IT

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you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.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