Manager, Customer Care

Manager, Customer Care

Department : Operations

Employment Type : Full Time

Location : APAC-Malaysia

Overview

Join a team that is changing millions of lives. At Align Technology, we believe a great smile can transform a person’s life and we create technology that gives people the confidence to take on whatever’s next. Align pioneered the Invisalign system and continues to push the boundaries of innovation. This role leads a regional customer care team and collaborates with APAC and global stakeholders to deliver a world-class customer experience.

About this opportunity

The Manager, Customer Service (ROA) shapes and executes the customer success strategy, ensuring post-sales satisfaction, loyalty, and retention through seamless engagement and support. The incumbent leads a regional team with growth potential and collaborates with customer-facing teams in APAC and global stakeholders.

In this role, you will…

• Customer Success Leadership : Oversee customer success operations, align with business goals, and deliver service that meets or exceeds KPIs and customer expectations.
• Cross-functional Collaboration : Partner with internal and external stakeholders to enhance customer satisfaction and service ROI.
• Project Execution : Drive strategic initiatives, including new product launches and business process automation, ensuring effective delivery.
• Customer Care Oversight : Manage support activities across assigned markets, enabling workflows that improve NPS.
• Commercial Infrastructure & Excellence : Lead development and execution of strategies to strengthen organizational effectiveness.
• Continuous Improvement : Champion process optimization to elevate customer experience and efficiency.
• Leadership by Example : Lead escalations and build rapport with global stakeholders.

Success requires a dynamic, hands-on leader who thrives in a fast-paced, mid-sized international environment and embodies Align’s culture of entrepreneurship, authentic leadership, and execution. The role supports regional customers and ensures high-quality service levels with KPI attainment and customer partner needs in mind.

Key responsibilities

Sound like a good fit?

Apply to express interest. If this isn7t the right fit, consider joining Align’s Talent Network to receive future opportunity notices.

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