Is the Manager, Customer Experience IT role remote?

Yes — Archy lists this as a fully remote position.

How much experience is required?

At least 3 years of relevant experience for this Manager, Customer Experience IT role.

What's the tech stack?

Joblaze extracted these technologies from the posting: Healthcare, PowerShell, SaaS, Virtual Machines, dental imaging software, remote desktop tools.

What seniority level is this role?

Archy targets lead candidates for this position.

Is this full-time or contract?

Full-time for this Manager, Customer Experience IT role at Archy.

Manager, Customer Experience IT at Archy

Joblaze summary

In the role of Manager, Customer Experience IT at Archy, the individual will oversee a team responsible for the technical aspects of dental practice migrations, ensuring systems are ready for go-live. Key skills include hands-on experience with remote desktop tools, virtual machines, and basic scripting, alongside a strong background in managing technical support teams. This position is suited for someone with experience in SaaS and healthcare, particularly in the dental sector, who can effectively coach team members while addressing complex technical challenges.

Joblaze insights

Listed today — first seen on Joblaze October 17, 2026. Last confirmed on Archy's careers page October 17, 2026.
SaaS appears in 3% of 603 comparable lead management roles in United States; PowerShell appears in 0.2% of 603 comparable lead management roles in United States.

Quick facts

Is the Manager, Customer Experience IT role remote?: Yes — Archy lists this as a fully remote position.
How much experience is required?: At least 3 years of relevant experience for this Manager, Customer Experience IT role.
What's the tech stack?: Joblaze extracted these technologies from the posting: Healthcare, PowerShell, SaaS, Virtual Machines, dental imaging software, remote desktop tools.
What seniority level is this role?: Archy targets lead candidates for this position.
Is this full-time or contract?: Full-time for this Manager, Customer Experience IT role at Archy.

From the original posting

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

Standard company text repeated across Archy's postings is omitted here.