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Senior Operations Manager

| Greater NYC Area
 
About Us
 
Candid™ is helping people get the smiles they always wanted at prices they can afford. By simplifying the process (direct-to-consumer) and reducing costs (by up to 65% less), we can help more people feel confident and healthy. We believe that high quality dental care should be affordable and accessible, and we're using teledentistry to facilitate the diagnosis and treatment of orthodontic patients. Our team includes startup veterans with experience across healthcare, hospitality, tech, and finance at companies such as Lyft, Squarespace, WeWork, Blue Apron, and Clover Health.
 
 
Role
 
Candid is looking for a Senior Operations Manager to deliver outstanding customer experiences and outcomes to millions of Americans. You’ll build processes, systems, training and results tracking that enables hundreds of staff to serve customers efficiently and effectively. You'll have the opportunity to get your hands into all parts of the business working with customers, managing complex geographically distributed projects, and working across all business units to transform problems into solutions that operate at scale.
 
To succeed in the role you must be highly analytical, creative and a strong people person who has experience managing both people and complex business processes. You will partner with the leadership team of our At-Home business and will report directly to our COO.
 
 
What You’ll Do
  • Drive business growth with structured experimentation and creative problem solving
  • Own customer service quality standards, monitoring and improvement
  • Manage the day-to-day needs of the front line customer experience team
  • Empower local city teams to deliver on their KPIs by working with various departments across the company
  • Synthesize customer insights and work across marketing, tech and operations teams to improve the overall customer experience
 
What You’ll Need
  • 4+ years of relevant experience in operations management or consulting
  • You’re a lights-out operator. Ability to create structure where there is none
  • Track record of setting expectations and motivating a team to deliver against them
  • A data-driven decision mindset and sound business judgment achieved through analytics
  • Relevant experience in consumer service marketing is advantageous
  • Crisp verbal and written communicator
  • Impeccably organized, with an uncanny attention to detail
  • Fierce prioritizer, with ability to adjust priorities on the fly as business needs evolve
  • You should expect to be traveling 25% of the time
 
Pay & Perks
  • Equity in the business
  • Medical, dental, and vision insurance
  • Commuter benefits
  • You will grow a lot here. You’ll be surrounded by employees with deep experience in their field, who have a strong passion for doing great work and constantly learning.
  • Easy access to work, across the street from 4, 5, 6, L, N, Q, R, W trains
  • A collaborative, high energy work environment

 We continuously strive to create and maintain a diverse and inclusive environment, and are proud to be an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • SketchDesign
    • Pivotal TrackerManagement
    • SalesforceCRM
    • BrazeEmail

Location

We are located in Union Square with easy access to work - across the street from Union Square Station, and around the block from the F and M.

An Insider's view of Candid™

What are some social events your company does?

We enjoy fun and diverse cultural programming involving food, activities, and wellness events. We often have bagel breakfasts and pizza parties, host office game nights and competitive field days, and start the morning with an in-office yoga or meditation. I love the autonomy everyone has on influencing & improving the culture!

Lauren

Lead Recruiter

What's the biggest problem your team is solving?

We see so many people express interest in straightening their teeth, but a high percentage of those don’t end up going through with treatment. One of the goals of our team is to help foster and maintain that initial excitement about having a new smile, to give our customers the confidence and motivation to take that final step and do it!

Graham

Marketing Associate

How does the company support your career growth?

Candid supports my career by recognizing that my education and the company's growth have a positive relationship - an opportunity to learn something new presents itself every week.

At this company, I've learned that a business can thrive when it recognizes that business interests are human interests.

Aileen

Project Management Associate

How do your team's ideas influence the company's direction?

At Candid, outcomes are everything. We aren't precious about our ideas and as such, the idea that proves the most value to the business is the one that wins - regardless of whether that comes from the CEO or an intern in their first week on the job! It can sound cliche, but for us that model really does result in everyone having strategic input.

Lilla

Co-Founder / Head of Product

How do you make yourself accessible to the rest of the team?

I hold 1-1s biweekly with my direct reports, and bimonthly skip levels with indirects as well as generally keeping an open door policy to build relationships across the entire business.

Nick

Founder / CEO

What are Candid™ Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Candid is proud to partner with Smile Train, the international children's charity, to help provide safe, 100% free cleft lip and palate treatment to children around the globe.
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
We have frequent happy hours - both impromptu weekly events and planned out culture committee "fun times!"
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Customized development tracks
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