Customer Experience IT Manager
US$100,000 – US$130,000 / yr base salary
Posted 15 Oct 2026
Advertised as “Manager, Customer Experience IT”
BranchFactor Summary
The original posting with the fluff stripped out
- Management level
- People management
- Employment
- Remote
- Contract
- Full-time
| Base salary | US$100,000 – US$130,000 / yr |
|---|
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you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.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
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Direct, coach, and grow a team of technical specialists through regular 1:1s, performance reviews, and structured career development.
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Define, document, and hold the team accountable to clear performance expectations, SLAs, and quality standards.
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Develop and refine operational processes and documentation to ensure CXIT workflows scale efficiently as the company grows.
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Oversee hiring, onboarding, ramp plans, and technical training for new CXIT team members.
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Establish a high-ownership team culture with clear standards for queue management and practice communication.
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Manage and participate in the on-call/weekend coverage schedule for live migrations and cutovers.
Technical & Operational Execution
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Ensure end-to-end technical go-live readiness: server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers.
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Serve as the senior escalation point for complex migration discrepancies, custom server/imaging environments, and high-risk accounts.
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Own and continuously refine migration playbooks, runbooks, and internal documentation.
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Maintain hands-on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware.