Manager, Customer Experience IT
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 1h ago
The date the source published, not the day we noticed it (2026-10-15). Last seen at its source just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
United States
The description agrees: it names United States.
What the ad says
…US-based US-based) role. Core working hours are typically 9:00 AM – 6:00 PM M…
Pay not stated
Similar roles pay $115.7k–169.9k/yr
Middle 50% of 50 listings that do state pay — Customer · Manager · United States · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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Ashby employer's own board first seen 1h ago · last seen just now
The listing
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you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.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