Itero Service Delivery Manager
Vor 2 Tagen
**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**
We are looking for the iTero CX and Service Delivery Sr. Partner who will work with various stakeholders across EMEA and across Global teams (CX/CI, Service Excellence and iTero) to identify and drive customer experience initiatives, accelerate continuous improvement cycles and support service culture transformation during all of the activities and touchpoints before and after a purchase of an iTero scanner, in the customer’s journey doing business with Align.
You will lead customer insight, support market research initiatives, and take an active role in advancing service excellence for our customers as well as to ensure that our customer facing functions as well as back office operations continue to improve service levels and best in class experiences for our iTero customers and business.
You will be able to appreciate the needs, limitations and areas of improvement within the current experiences in the different markets in order to provide visibility, action planning and proposing changes to allow strong foundations, improvements and when applicable benchmarking for the different markets. To be able to do this, you will work cross-departmentally using available surveys, customer feedback, or any other available data point, to build cases for change and improvement.
Lastly, you will develop and maintain positive customer relations; coordinate with various functions within the company to ensure customer feedback is handled appropriately and upon agreed service level agreements.
You will have the authority to substantially affect the relationship between the company and a customer, either from financial, services or product standpoint. Commercial involvement can include work in pre-sale and post-sale stages.
In this role you report directly to the VP iTero EMEA.
**In this role, you will**
- Be responsible to promote a customer centric culture by developing best in class tools and working methods that build organizational knowledge of competitive user and Customer.
- Align with EMEA iTero management team, to drive a cultural switch to a customer focused approach across the organization, leveraging opportunities to partner with the Global Program Office and its change leadership efforts.
- Identify and assist local teams to identify best practices in relation to support teams and functions in respective markets. Collaborate and organize activities to promote customer centric approach to problem solving in alignment with regional and global direction on these matters.
- Drive continual improvements and corrective actions within local customer facing iTero teams as well as back-office functions with a focus on improving the customer experience and maintaining any Service Level Agreements.
- Be involved in improvement and cross-functional projects providing governance to innovation projects and expertise to improvement projects.
- Identify opportunities, framing and validating strategic options, delivering insights and recommendations, and by building cumulative knowledge.
- Develop appropriate (Regional) Customer Experience metrics and dashboards to allow management to monitor NPS performance in accordance with Local Commercial Organizations and in alignment with the Regional CX leader.
- Advance our organization “to go beyond surveys” and to transform towards a service excellence culture which will contain CI, CX and EX components.
- Ensure Customer Feedback reporting is provided on time. A focus on automating and continual improvement of the appropriate metrics. Ensure prompt close loop tracking and closure with customers for Medallia alerts coming from available surveys.
- Proactively identify potential impacts to customer facing iTero team’s performance in each region and provide mitigation recommendations.
- Perform current state analysis to identify gaps in the experience/processes/flows based on feedback from stakeholders/users as well as customers and provide feasibility assessments and options to determine the optimal solutions for them.
- Seek opportunities to support improvements by owning and leading implementation of solutions to enhance customer experience or team efficiency based on feedback received. This task is to be led cross-departmentally to allow appropriate solutions to be implemented.
- Identify opportunities to increase efficiency and productivity within the context of the overall business strategy and customer experience.
- Maintain
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