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?Sr.Manager, Problem and Demand Management.This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry.The Sr.Manager, Problem and Demand?Management?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 over millions of smiles.In this role, you will… Own the demand & problem management process and ensure it performs as per its objectives.Generate complex analysis, correlating indicators with recurrence, low-quality assurance averages, high handle times, and the high cost per interaction.Coordinate the identification of trends, needs, behaviors, and digest those in actions to reduce demand.Promote communication for a seamless integration across the different support units.Act as the catalyst & foundation for enhancements, prioritization of problem management findings, and demand and cost efficiency efforts, all designed to ensure a streamlined and responsive system.Support and coordination of CS participation on Customer facing events 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.]Responsible for establishing and delegating operational objectives and work plans to subordinate managers Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives Implement strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.Establish and adheres to budgets, schedules, work plans, and performance requirements Maintain the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relationship 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 7-11 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.Project Management Professional (PMP) ® Information Technology Service Management (ITIL Foundations V4) Customer Relations/Success related certifications Agile PM Frameworks Certified Service Manager (CSM) ISO 9001 Lead Auditor Digital Platforms Management
