Manager, Customer Care

Manager, Customer Care

Department: Customer Support

Employment Type: Full Time

Location: US-North Carolina-Raleigh

We are looking for a Manager of US Customer Care who is a proactive team member with strong interpersonal skills, a knack for problem solving and an inquisitive mind to support the needs of the US business in both Invisalign and iTero operations. This individual will have the ability to accept ownership of an initiative, utilize resources & relationships to find efficient resolutions to multifaceted issues that arise.

Understanding core functions and key points of contacts within the multiple departments at Align Technology will be critical. This individual will define strategy, key performance indicators, and share key health indicators of the US business. Continuous education and staying up to date on new initiatives and customer experience programs will be essential to support the ever-changing needs of the customer and field sales teams.

The Manager should always have a clear pulse on US NPS sentiment, including current trends and ability to provide insights and recommendations to various leaders and stakeholders in the business.

• Manage a team of Customer Care Area Specialists across the US
• Be familiar with internal partner operations to create efficiencies, which drive stakeholder experience between sales and support teams
• Build strong relationships with sales reps and leadership, utilize this partnership to share trends, provide opportunities for improvement and state of the business
• Proactively support sales and customers to create a positive experience for key stakeholders
• Seek out opportunities for continuous improvement; streamline processes, reduce resolution times, seek proactive solutions
• Provide regular report outs utilizing Power of BI, Salesforce, and MS Office products on US and area operations to support leadership and stakeholders
• Be alert to internal/external trends and company initiatives to cascade communication to affected parties
• Continuously learn new products, programs, and services to help support customers and field sales team
• Lead key projects and/or training when requested.

• 6+ years’ work experience in a customer support or account management environment, benefit if candidate has experience process and operations
• Understanding of Aligns product portfolio for both the Invisalign and iTero lines of business
• Demonstrated leadership capability; preference for individuals with prior people leadership experience
• Ability to lead a direct team to provide clear outcomes while keeping stakeholder and customer experience in mind
• Comfortable navigating salesforce, understanding power BI and analyzing data
• Create and define key performance indicators
• Works well independently, capable of setting goals, projects, and priorities
• Strong verbal and written communication skills as cross functional correspondence is a key function of the job, sometimes with upper-level leadership
• Strong business storytelling skills in the ability to create materials and share information in a concise, well-informed manner
• Strong technical skills: ability to learn new tools and platforms quickl

If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

General Description of All Benefits

We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.

Family Benefits. Align offers employees and their eligible…