About this opportunity Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for a?Manager, Customer Experience. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry.?The?Manager, Customer Experience?should?provide strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develop customer service department procedures. Liaise between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Review warranty claims. Develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Select, develop and evaluate personnel to ensure the efficient operation of the function. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles. In this role, you will… Own the business process and ensure it performs as per its objectives. Improve operational management systems, processes and people's skills. Ensure the organization's processes remain legally/regulatory compliant and free from audit's corrective/preventive actions. Increase the business value by formulating strategic and operational objectives. Create/examine financial data and use them to improve business profitability. Manage budgets and forecasts. Perform quality controls and monitor production KPIs [Enrollment, occupancy level, Lift, QA, NPS, etc.] Recruit, select, train, develop, coach, counsel and discipline employees. Communicate job expectations; planning, monitoring, appraising and reviewing job contributions. Plan and review compensation actions; enforcing policies and procedures Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends. Design, operationalize and analyze process workflows and ensure their efficiency and effectiveness. Manage relationships with key Stakeholders. In this role, you'll need … Typically: University Bachelor's degree, or a master's degree from a four-year college. More than 5 years of directly related experience. Medical device experience. Proficiency in English. Leadership skills. Strategic planning skills. Process design and optimization skills. Project Management skills. Stakeholder management skills. Data analysis. Decision-Making skills. People Management skills. Budget Development/Control skills. Critical thinking and problem-solving skills. Communication Skills. Delegation skills. Teamwork / cross-collaboration skills. PMP. Six Sigma Black Belt. CBPP. ITIL V3. ISO 9001 Lead Auditor.
