Manager, Customer Care

Department:
Operations

Location:
APAC-Malaysia

Description
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
The Manager, Customer Service (ROA) plays a pivotal role in shaping and executing the customer success strategy for Align Technology. This position is responsible for ensuring exceptional post-sales customer satisfaction, fostering loyalty, and driving retention through seamless engagement and support. The incumbent leads a regional team—currently small but with growth potential—and collaborates closely with customer-facing teams in APAC and global stakeholders to deliver a world class customer experience.

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 the implementation of 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 Net Promoter Score (NPS) improvements.
• Commercial Infrastructure & Excellence: Lead the development and execution of best-in-class strategies and customer excellence initiatives to strengthen organizational effectiveness.
• Continuous Improvement: Champion process optimization efforts to enhance operational efficiency and elevate customer experience.
• Leadership by Example: Always being present leading the team in escalations and building rapport with global stakeholders in all aspects of the business.

Success in this role requires a dynamic, hands-on leader who thrives in a fast-paced, mid-sized international business environment and embodies Align's culture of entrepreneurship, authentic leadership, flawless execution, and a strong passion for winning. The ideal candidate demonstrates both focus and flexibility and actively fosters cross-group collaboration and synergies.

This role is also an enabler in supporting regional customers effectively while enabling workflows that assist team members and teams to work towards achieving company goals and driving NPS improvements for iTero within the assigned markets. The incumbent oversees support 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.

This position will be responsible for driving and implementing key commercial infrastructural & est-in-class strategies and customer excellence initiatives aimed at enhancing the effectiveness & success of Align.

To be successful in the role, the incumbent is likely to enjoy a dynamic, fast paced environment with rapid changes. This position requires a combination of focus and flexibility, as well as a willingness to play an active role to create cross group collaboration and synergies with internal and external stakeholders with speed and precision.

In this role, you'll need …
Customer Success & Retention

• Develop and implement strategies to enhance customer retention, loyalty, and satisfaction across ROA.
• Ensure a seamless customer journey from sales to support, maximizing customer ROI through delighting customers.
• Define and align key customer success metrics and KPIs of the team.
• Analyze customer data and trends to proactively address challenges and identify opportunities.
• Collaborate with internal teams to develop a compelling value proposition for iTero software and hardware.
• Monitor and improve handling of customer requests and complaints.
• Resolve customer issues promptly through efficient processes and automation/self serve
• Analyze NPS and CSAT metrics to assess customer sentiment and satisfaction.
• Drive continuous improvement and corrective actions to enhance customer experience and meet SLAs.
• Lead initiatives to maintain high service standards aligned with organizational goals.

Customer Care Operations

• Lead a regional team of support agents, providing guidance, coaching, and performance assessments.
• Develop and execute customer care strategies tailored to regional needs.
• Ensure high-quality support delivery, minimizing downtime and improving customer experience.
• Monitor team performance and service quality to meet customer requirements.
• Drive customer-centric initiatives, including process optimization and adoption of new tools and technologies.
• Serve as a liaison between sales and support teams to coordinate and improve customer experience.
• Maintain strong cross-functional relationships across regional and global teams.
• Act on customer feedback (NPS, complaints, CSAT) to drive improvements.
• Own business continuity processes for managing technical issues.
• Build trusted relationships with team members, fostering motivation and engagement.
• Support onboarding and development of new team members.
• Lead succession planning and team development initiatives.

Strategic Projects & Initiatives

• Support identification and implementation of Continuous Improvement (CI) initiatives.
• Act as a liaison between global and regional teams for seamless project execution.
• Align with global and regional projects related to systems rollout, IT enablement, and process automation.
• Drive commercial infrastructure and customer excellence initiatives to enhance organizational effectiveness.

Leadership & Culture

• Embrace and promote Align's Quality Policy in Agility, Customer and Accountability.
• Demonstrate flexibility and focus in a dynamic, fast-paced business environment.
• Foster cross-group collaboration and synergies with internal and external stakeholders.
• Ensure compliance with safety policies and procedures.
• Participate in proactive efforts to achieve departmental and company goals.
• Perform other duties as assigned.

Skills

• Knowledge of contact center operations, metrics, and IT systems especially SFDC, Twilio, or any other Call Management Systems (CMS).
• Experience in process management methods and tools.
• Ability to drive continuous improvement initiatives and implement process and tools optimizations.
• Skilled in business continuity planning and managing technical issue resolution.
• Strong project management skills with the ability to manage multiple tasks concurrently.
• Experience in leading and supporting cross-functional projects, including system rollouts and process automation.
• Ability to work independently and follow through on projects to completion.
• Strong analytical skills with the ability to derive actionable insights from customer data.
• Familiarity with Windows environments and ability to quickly learn new software applications.
• Proficient in using word processing, spreadsheet, and database programs.
• Proficient speaking and writing in English, Bahasa Malaysia and Mandarin (Cantonese added advantage)
• Excellent communication, interpersonal, and persuasive skills.
• Strong stakeholder management capabilities across regional and global teams.
• Team-oriented with a collaborative and problem-solving approach.
• Dynamic, optimistic, results-oriented, and creative.
• Comfortable working in a growing international company with a hands-on, roll-up-sleeves approach and scalable in volume.
• Able to thrive in ambiguity and adapt to evolving business needs.
• Knowledge or experience in dental and orthodontic treatments is an advantage.
• Knowledge of setting up a customer care center is an advantage.

Sound like a good fit?
Great Click the "Apply" link to let us know you are interested. Not the right fit? Don't worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.

About Align
Align Technology is a publicly traded medical device company that istransforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world's largest manufacturer of custom 3D-printed materials.

By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.

We respect your privacy. Please review our Applicant Privacy Policies for additional information.

Global Diversity Statement
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 will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. 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.

Equal Opportunity Statement
It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.

Key Responsibilities
About this opportunity
The Manager, Customer Service (ROA) plays a pivotal role in shaping and executing the customer success strategy for Align Technology. This position is responsible for ensuring exceptional post-sales customer satisfaction, fostering loyalty, and driving retention through seamless engagement and support. The incumbent leads a regional team—currently small but with growth potential—and collaborates closely with customer-facing teams in APAC and global stakeholders to deliver a world class customer experience.

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 the implementation of 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 Net Promoter Score (NPS) improvements.
• Commercial Infrastructure & Excellence: Lead the development and execution of best-in-class strategies and customer excellence initiatives to strengthen organizational effectiveness.
• Continuous Improvement: Champion process optimization efforts to enhance operational efficiency and elevate customer experience.
• Leadership by Example: Always being present leading the team in escalations and building rapport with global stakeholders in all aspects of the business.

Success in this role requires a dynamic, hands-on leader who thrives in a fast-paced, mid-sized international business environment and embodies Align's culture of entrepreneurship, authentic leadership, flawless execution, and a strong passion for winning. The ideal candidate demonstrates both focus and flexibility and actively fosters cross-group collaboration and synergies.

This role is also an enabler in supporting regional customers effectively while enabling workflows that assist team members and teams to work towards achieving company goals and driving NPS improvements for iTero within the assigned markets. The incumbent oversees support 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.

This position will be responsible for driving and implementing key commercial infrastructural & est-in-class strategies and customer excellence initiatives aimed at enhancing the effectiveness & success of Align.

To be successful in the role, the incumbent is likely to enjoy a dynamic, fast paced environment with rapid changes. This position requires a combination of focus and flexibility, as well as a willingness to play an active role to create cross group collaboration and synergies with internal and external stakeholders with speed and precision.

Skills, Knowledge & Expertise
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?

Applicant Privacy Policy
Review our
Applicant Privacy Policy
for additional information.

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.