{"id":2884625,"url":"https://alion.io/job/torch-dental-customer-experience-operations-manager","title":"Customer Experience Operations Manager","company":{"id":687383,"name":"Torch Dental","domain":"torchdental.com","url":"https://alion.io/company/torchdental","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Looker","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-19T22:00:48Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-04T05:31:56Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"About Torch Dental\nTorch 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.\nWe offer two major products:\nTorch 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.\nTorch 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.\nOperating 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.\nWe'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.\nRole Overview\nTorch 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.\nAs 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.\nAnd 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.\nResponsibilities\nKeep Operations Running Smoothly: Track team performance and key metrics, spot issues early, and dig into the data to find what’s really driving them.\nTurn Insight into Action: Build clear plans with owners and priorities, and lead the team to execute them.\nFix Problems at the Source: Solve recurring issues, rework the SOPs and guides that stop them for good.\nDrive Quarterly Goals: Own the progress of key projects, flag risks early and keep work on schedule.\nBe the Go-To Partner: Serve as the trusted point of contact for your team and cross-functional partners\nRequirements\n3+ years of work experience in operations, business operations, consulting or high-growth tech\nExperience managing, coaching, and mentoring others with a track record of giving clear direction, setting expectations and helping others grow\nStrong problem-solving skills and experience using data to root-cause problems, make decisions and set goals\nDemonstrated success in a customer facing role, including managing client relationships and communications\nAbility to structure ambiguous problems and translate them into clear plans for yourself and more junior team members\nA customer-minded bias for action: you take ownership and move quickly, while weighing what’s best for the practices we serve\nHigh attention to detail and ability to not only simplify and improve complex workflows but also scale change across the team.\nExperience with SQL, Looker, Apps Script or Python a plus.\nBenefits\nComprehensive medical, dental, and wellness benefits\n401(k)\nFlexible PTO and family leave\nOpportunities for rapid advancement and input at the highest organizational levels\nWe 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.","description_format":"text","description_chars":4474,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["B2B Commerce","Practice Management Software","Revenue Cycle & Medical Billing"],"lifecycle":[{"event":"open","at":"2026-10-19T23:48:08Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.831,"p_room":0.9,"age_days":14,"expected_fill_days":30,"reasons":["conf:1","win:mid"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":100000,"is_top_pay":false},"html_url":"https://alion.io/job/torch-dental-customer-experience-operations-manager","json_url":"https://alion.io/job/torch-dental-customer-experience-operations-manager.json","meta":{"generated_at":"2026-11-04T06:10:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9592,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":687383},"rest":"https://alion.io/mcp/rest/get_company?id=687383"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftorch-dental-customer-experience-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftorch-dental-customer-experience-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftorch-dental-customer-experience-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/torch-dental-customer-experience-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftorch-dental-customer-experience-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2884625}},{"tool":"search_jobs","arguments":{"company":"torchdental.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2884625},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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