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Join a team that is changing millions of lives.
Transforming smiles, changing lives
At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.
Ready to join us? About this opportunity
Oversees the activities of an internal call center that provides operational/business process support to internal and external customers for company products and services. Ensures quality service and operational performance within the parameters of program and delivery standards. Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements. Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements. Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility). Selects, develops and evaluates personnel to ensure the efficient operation of the function.
- Setting goals for performance and deadlines in ways that comply with company’s plans and vision
- Organizing workflow and ensuring that employees understand their duties or delegated tasks
- Monitoring employee productivity and providing constructive feedback and coaching
- Identifies and applies career advancement opportunities for direct reports
- Manages projects
- Helps / coach other supervisors
In this role, you will **Scope & Complexity
- Provides direct supervision to professional individual contributors and/or skilled, support individual contributors
- Typically supervises professional and/or technical staff
- Frequently interacts with subordinate supervisors and functional peer groups.
- Works on issues where analysis of situation or data requires review of relevant factors
- Receives assignments in the form of objectives with goals and the process by which to meet goals
- Exercises judgment within defined procedures and policies to determine appropriate action
- Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems
Expertise
- Provides guidance to subordinates within the latitude according to established policies and management guidance.
- Administers company policies that directly affect subordinate employees
- Recommends changes to unit or sub-unit policies.
- Establishes practices which ensure there are no delays in schedules
LEADERSHIP & MANAGEMENT
- Accomplishes results through management of professional individual contributors and/or skilled, support individual contributors
- Provides direction to employees according to established policies and management guidance
- Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules
In this role, you’ll need
Education & Experience
- Requires a Bachelor Degree or may have a Master’s Degree from a four-year college or university
- Minimum of 3 years of directly related experience
- May have a Master’s Degree with 0-12 months of experience
- Proficiency in English
Skills :
- Leadership
- Ability to influence and motivates others
- Drives vision and purpose
- Financial Acumen
- Strategic mindset
- Resourcefulness
- Optimizes work processes
- Builds effective teams
- Project Management
Certifications
- Scrum
- Agile
- Microsoft Office
Sound like a good fit?
Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.
About Align
Align Technology is a publicly traded medical device company that is transforming smiles and changing lives . Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.
By joining Align, you will be