Customer Experience Operations Manager

Job Description

Job Description

About Torch Dental

Torch Dental is building the operating system for dental practices. Based in NYC and Austin, we're on a mission to modernize the dental supply chain and revenue cycle — helping practices save time, reduce costs, and improve profitability through software that transforms critical parts of their business.

We offer two major products:

• Torch Dental Marketplace — the Amazon of the dental supply chain, helping practices simplify purchasing and save 15-25% on supplies from day one through transparent pricing across thousands of products.
• Torch Revenue Cycle Management — an agentic AI insurance platform launching this year that solves one of dentistry's biggest pain points: helping practices get paid faster and more accurately by insurance providers, using technology that's long underserved this space.

Operating in a $100B+ healthcare market, Torch is profitable, well-capitalized, and growing with intention. Backed by more than $50M+ from premier investors like Bessemer, American Express, Health Velocity Capital and Felicis, we are a mission-driven team dedicated to solving tangible problems, and we're entering an exciting new chapter as we scale both our marketplace and AI-powered revenue cycle platform.

We're a high-performance, close-knit team that enjoys solving real customer problems. We move quickly, take ownership, and maintain a strong bias for action. We believe great people do their best work when given meaningful responsibility, ambitious goals, and the opportunity to make a measurable impact. If you're excited about building category-defining products and helping healthcare providers thrive, we'd love to meet you.

Role Overview

Torch is growing fast, and we’re looking for a hands-on Customer Experience Operations (CXO) Manager to be the driving force behind our CXO organization. This is a role for someone who loves being in the thick of it: someone who sees a messy workflow and can’t help but fix it.

As CXO Manager, you’ll set the direction for the team every day, own workflow performance, and untangle cross-functional challenges before they become problems. You’ll have real autonomy to solve things on your own, along with the judgment to know when to pull in leadership. You’ll partner directly with our supplier, engineering, and product teams, shaping how customers experience Torch at every touch point.

And because we’re scaling quickly, this role comes with real ownership and you’ll shape how it evolves. As the team grows, so will your scope, with genuine opportunities to step into broader leadership.

Responsibilities

Keep Operations Running Smoothly: Track team performance and key metrics, spot issues early, and dig into the data to find what’s really driving them.

Turn Insight into Action: Build clear plans with owners and priorities, and lead the team to execute them.

Fix Problems at the Source: Solve recurring issues, rework the SOPs and guides that stop them for good.
Drive Quarterly Goals: Own the progress of key projects, flag risks early and keep work on schedule.

Be the Go-To Partner: Serve as the trusted point of contact for your team and cross-functional partners

Requirements

• 3+ years of work experience in operations, business operations, consulting or high-growth tech
• Experience managing, coaching, and mentoring others with a track record of giving clear direction, setting expectations and helping others grow
• Strong problem-solving skills and experience using data to root-cause problems, make decisions and set goals
• Demonstrated success in a customer facing role, including managing client relationships and communications
• Ability to structure ambiguous problems and translate them into clear plans for yourself and more junior team members
• A customer-minded bias for action: you take ownership and move quickly, while weighing what’s best for the practices we serve
• High attention to detail and ability to not only simplify and improve complex workflows but also scale change across the team.
• Experience with SQL, Looker, Apps Script or Python a plus.

Benefits

• Comprehensive medical, dental, and wellness benefits
• 401(k)
• Flexible PTO and family leave
• Opportunities for rapid advancement and input at the highest organizational levels

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.