Manager, Customer Care

Overview

Join to apply for the

Manager, Customer Care

role at

Align Technology . About Align : Align Technology is a publicly traded medical device company transforming smiles and changing lives. We develop innovative technology for Invisalign, iTero, and related services. We value entrepreneurship, authentic leadership, and collaboration. Location : APAC - Malaysia About This Opportunity

The Manager, Customer Service (ROA) plays a pivotal role in shaping and executing the customer success strategy. This position leads a regional team and collaborates with APAC customer-facing teams and global stakeholders to deliver a world-class customer experience. This role is ideal for a dynamic, hands-on leader in a fast-paced, international environment. In this role, you will…

Customer Success Leadership : Oversee customer success operations, ensuring alignment with business goals and delivering high-quality service that meets or exceeds KPIs and customer expectations. Cross-functional Collaboration : Partner with internal and external stakeholders to identify opportunities that enhance customer satisfaction and service ROI. Project Execution : Drive strategic initiatives, including new product launches and business process automation projects, ensuring effective execution and delivery. Customer Care Oversight : Manage support activities across assigned markets, enabling workflows that empower teams and contribute to NPS improvements. Commercial Infrastructure & Excellence : Lead development and execution of best-in-class strategies and customer excellence initiatives. Continuous Improvement : Champion process optimization to enhance operational efficiency and elevate customer experience. Leadership by Example : Lead the team in escalations and build rapport with global stakeholders. Success in this role requires a dynamic leader who thrives in a mid-sized international business and embodies Align’s culture. The role supports regional customers and ensures high-quality service and KPIs across markets. Customer Success & Retention

Develop strategies to enhance customer retention, loyalty, and satisfaction across ROA. Ensure a seamless customer journey from sales to support and maximize customer ROI. Define and monitor customer success metrics and KPIs. Analyze data to address challenges and identify opportunities. Collaborate with internal teams to develop a value proposition for iTero software and hardware. Monitor handling of customer requests and complaints; drive improvements. Lead initiatives to maintain high service standards and meet SLAs. Customer Care Operations

Lead a regional team of support agents, providing guidance and performance development. Develop and execute customer care strategies tailored to regional needs. Ensure high-quality support delivery and minimize downtime. Monitor team performance and service quality; drive adoption of tools and processes. Coordinate cross-functional relationships and act on customer feedback to drive improvements. Own business continuity for managing technical issues and onboarding of new team members. Strategic Projects & Initiatives

Support identification and implementation of Continuous Improvement initiatives. Coordinate between global and regional teams for project execution. Align with projects related to systems rollout, IT enablement, and process automation. Leadership & Culture

Promote Align’s Quality Policy and foster collaboration across teams. Ensure compliance with safety policies and participate in driving departmental goals. Perform other duties as assigned. Skills, Knowledge & Expertise

Knowledge of contact center operations, metrics, and IT systems (e.g., SFDC, Twilio, CMS). Experience in process management and continuous improvement. Project management, cross-functional project leadership, and system rollout experience. Business continuity planning and issue resolution. Strong analytical skills and ability to derive actionable insights from data. Proficiency in English; Bahasa Malaysia; Mandarin / Cantonese advantageous. Excellent communication, stakeholder management, and collaboration skills. Ability to thrive in ambiguity, fast-paced growth, and scalable operations. Experience in dental / orthodontic treatments or customer care center setups is a plus. How to Apply

Sound like a good fit? Click the Apply link to express interest. If not the right fit, consider joining our Talent Network for future opportunities. Legal & Diversity

Applicant privacy policy and our equal opportunity statements apply. Align is committed to a diverse workforce and inclusive culture. Applicants must be legally authorized to work in the country of application.

#J-18808-Ljbffr