Description:
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
The Manager, iTero Operations, ANZ is responsible for supporting ANZ customers effectively while enabling workflows that assist team members to work towards achieving company goals and driving NPS improvements for iTero within the ANZ market. The incumbent oversees support and operations activities within these markets. The person must ensure that the organization is running on a high-quality service level; fulfilling all KPIs established, with a smooth efficient service that meets the expectations and needs of customers and business partners. The person is responsible for managing personnel sitting in the Sydney office for iTero Support and Operations.
In this role, you will…
- Provide leadership to a team of support and operations agents.
- Ensure effective fulfillment of objectives and deadlines assigned to the team.
- Provide guidance and support to new team members or peers.
- Play an important role in the process of developing team’s knowledge and experience, based on his/her knowledge of product, market and customer needs.
- Establish and maintain personal and team performance metrics.
- Conduct assessment of team performance and evaluates service quality to ensure customer requirements are met.
- Improve on tools to capture and analyze meaningful customer data.
- Identify improvement opportunities to enhance existing programs and/or to create new programs.
- Ensure high quality of support is delivered to iTero customers by minimizing downtime and improving customer experience.
- Serves as liaison between sales and support teams to develop concepts and coordinate better customer experiences.
- Review and maintain alignment with the APAC guidelines related to customers of the iTero product.
- Hit established KPIs and SLAs related to iTero support (phone and tickets) and use them to drive performance across the market. Propose ideas for improvement on existing KPIs or drive new ones to APAC iTero Leadership.
- Regularly review the quality level of customer support for iTero customers in ANZ, and drive changes and improvements to continually ensure a high standard of service in alignment with APAC guidelines.
- Drive continual improvements and corrective actions within the local team with a focus on improving customer experience and maintaining Service Level Agreements.
- Maintain cross-functional/interdepartmental relationships with peers across the regional and global organization.
- Monitor and act on Customer feedback (NPS/Complaints/CSAT) where appropriate
- Proactively identify potential impacts to team performance in market and provide mitigation recommendations.
- Ensure iTero support complaints are handled effectively, and root causes of issues are addressed.
- Keep shared information related to customer service up to date.
- To review and evaluate all employees within the department, including team development and succession planning
- Build a trusted relationship with your direct team and keeping employees motivated and engaged.
- Ensuring the business operates within the company's mission statement.
- Make proper use of company resources.
- Ensures the effective fulfillment of objectives and deadlines assigned to the group.
- Comply with all safety policies, practices and procedures.
- Report all unsafe activities to supervisor and/or Human Resources.
- Participate in proactive team efforts to achieve departmental and company goals.
- Perform other duties as assigned.
- Must have the right to live and work in Australia