--- title: 'Customer Experience Operations Manager at Torch Dental' canonical: 'https://feeny.ai/job/customer-experience-operations-manager-torch-dental-new-york-r4mm5djydnkr' type: 'job' last_seen: '2026-10-24' --- # Customer Experience Operations Manager at Torch Dental - **Company:** Torch Dental - **Location:** New York, NY - **Compensation:** $70k–$100k - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-10-19 - **Last confirmed live:** 2026-10-24 - **Apply:** https://jobs.lever.co/torchdental/947bb2fa-8f83-4c2d-b3f6-e2d89b6ebff2 ## 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. ## About Torch Dental ## Company Overview - **One-liner**: Torch Dental provides an all-in-one supply ordering, inventory management, and budgeting platform designed specifically for independent dental practices. - **Entity Type**: Private (backed by institutional investors; total funding of $70.5M) - **Headquarters**: New York, New York, United States - **Founded**: 2017 - **Founders**: Boukadoum brothers (names not publicly disclosed) and Drew Werner (Co-Founder & CTO) ## Core Business - **Primary Industry**: Dental supply and equipment procurement / Healthcare technology - **Target Customers**: Independent dental practices of all sizes and specialties (general dentistry, orthodontics, endodontics, periodontics, pediatric dentistry) – primarily B2B. - **Mission Statement**: “To improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.” ## Products & Services - **[Torch Dental Platform]**: An all-in-one SaaS platform that combines three core functions: - **Ordering**: A single catalog to browse, compare pricing, and purchase from 25+ authorized vendors in one cart. - **Inventory Management**: Smart dashboard to track supplies, set reorder levels, and receive AI-powered recommendations. - **Budgeting & Spend Analytics**: Tools to set budgets, approve orders, and analyze spending across locations. ## Market Standing - **Valuation**: Not publicly disclosed - **Key Metric**: Annual Revenue of $4.1M (LinkedIn estimate); Total Funding of $70.5M across 5 rounds - **Notable Investors/Partners**: Backed by “world class institutional investors” (specific names not disclosed); partners with 25+ authorized dental supply vendors (e.g., Henry Schein) - **Growth Signals**: Trusted by 3,000+ practices; practices using Torch save an average of 16% on supply costs; expanding from dental into the broader office-based healthcare supply market ($100B+ addressable market). However, headcount has decreased 34.5% YoY (from ~100 to 66 employees). ## Competitive Advantages - **Collective Buying Power**: Aggregates demand from 3,000+ independent practices to negotiate pre-negotiated pricing that individual practices could not access on their own. - **Price Transparency & AI**: Real-time price comparisons across vendors, AI-powered recommendations for lower-cost alternatives, and full spend visibility. - **Simplified Workflow**: Single-cart ordering across multiple vendors eliminates manual ordering, reduces administrative burden, and prevents overspending. ## Strategic Focus - **Current Priorities**: Deepening penetration in the dental market, expanding product features (e.g., AI-driven inventory predictions), and exploring expansion into other office-based healthcare specialties (e.g., veterinary, optometry). - **Direction for Growth**: Leverage the existing platform and vendor relationships to scale beyond dental, while continuing to improve the unit economics of independent practices. ## Why Work Here - **Culture**: Described as inclusive, collaborative, high-performing, and diverse. The company claims 97% diversity (reflecting a commitment to a diverse workforce). Team is “close‑knit” with a focus on “one team” culture and customer obsession. - **Work Policy**: Hybrid – current job postings are in New York, NY (Senior Full Stack Engineer) and Austin, TX (Senior Account Executive, Senior Sales Manager). Remote-friendly for some roles but not fully remote. - **Notable Perks & Engineering Culture**: Competitive benefits package; strong technical leadership (CTO Drew Werner led infrastructure at Dropbox Paper and was an early employee at Datadog; holds degrees from MIT and Harvard). Opportunities to work on a real-world problem with meaningful impact on healthcare providers. ## Sources 1. [torchdental.com/careers](https://torchdental.com/careers/) 2. [torchdental.com](https://torchdental.com/) 3. [torchdental.com/about-us](https://torchdental.com/about-us/) 4. [jobs.lever.co/torchdental](https://jobs.lever.co/torchdental) 5. [linkedin.com/company/torch-dental](https://linkedin.com/company/torch-dental) ## Other roles at Torch Dental - [Talent & People Coordinator](https://feeny.ai/job/talent-people-coordinator-torch-dental-austin-zc30ht7a1jbx) — Austin, TX - [Customer Success Manager, Revenue Cycle Management (RCM)](https://feeny.ai/job/customer-success-manager-revenue-cycle-management-rcm-torch-dental-new-york-p0zhdjx2jvsv) — New York, NY - [Senior Full Stack Engineer](https://feeny.ai/job/senior-full-stack-engineer-torch-dental-new-york-c36j4za1t8t7) — New York, NY - [Account Executive / Senior Account Executive (SMB Sales)](https://feeny.ai/job/account-executive-senior-account-executive-smb-sales-torch-dental-austin-5vf1twxt5s8s) — Austin, TX - [Customer Experience Operations Manager](https://feeny.ai/job/customer-experience-operations-manager-magicschool-ai-remote-rj3s13s4r93e)