Quality Assurance Customer Care Sr Supervisor

Description

Role Summary

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 an Quality Assurance Customer Care Sr. Supervisor This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Quality Assurance Customer Care Sr. Supervisor oversees the activities of an internal call center that provides operational/business process support to internal and external customers for company products and services. Ensures quality service and operational performance within the parameters of program and delivery standards. Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements. Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements. Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility). Selects, develops and evaluates 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 millions of smiles.

Key Responsibilities

Role expectations

In this role, you will…

• Setting goals for performance and deadlines in ways that comply with company’s plans and vision
• Organizing workflow and ensuring that employees understand their duties or delegated tasks
• Monitoring employee productivity and providing constructive feedback and coaching
• Identifies and applies career advancement opportunities for direct reports
• Manages projects
• Helps / coach other supervisors
• Provides direct supervision to professional individual contributors and/or skilled, support individual contributors
• Typically supervises professional and/or technical staff
• Frequently interacts with subordinate supervisors and functional peer groups.
• Works on issues where analysis of situation or data requires review of relevant factors
• Receives assignments in the form of objectives with goals and the process by which to meet goals
• Exercises judgment within defined procedures and policies to determine appropriate action
• Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems
• Provides guidance to subordinates within the latitude according to established policies and management guidance.
• Administers company policies that directly affect subordinate employees
• Recommends changes to unit or sub-unit policies.
• Establishes practices which ensure there are no delays in schedules
• Accomplishes results through management of professional individual contributors and/or skilled, support individual contributors
• Provides direction to employees according to established policies and management guidance
• Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules

Skills, Knowledge & Expertise

What we're looking for

In this role, you’ll need…

Typically:

• Requires a bachelor’s degree or may have a master’s degree from a four-year college or university
• Minimum of 3 years of directly related experience
• May have a master’s degree with 0-12 months of experience
• Proficiency in English.
• Leadership
• Ability to influence and motivates others
• Drives vision and purpose
• Financial Acumen
• Strategic mindset
• Resourcefulness
• Optimizes work processes
• Builds effective teams
• Project Management

About Align Technology

Your growth and well-being:

At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:

• Health and well-being programs to keep you thriving in both body and mind.
• Employee-exclusive discounts on Invisalign products.
• Learning opportunities through online learning resources and support for your individual development plans.
• Inclusive, global workplace that fosters collaboration, recognition and belonging.

Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align:

We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.

Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.

We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.

As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.

Eager to learn how we embrace our global differences and nurture employee well-being?

Explore Align's culture here!

Want to discover more about exocad and Cubicure? Click on their names for additional information.

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Equal Opportunity Statement:

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.