About this opportunity
The role of Sr. Manager, Commercial Operations is responsible for driving overall Commercial Operations for entire India, now covering business verticals of Invisalign. Person also manages Customer Support & Service, and is responsible for designing and establishing systems and SOPs that deliver a great Customer Experience. This role will also now be responsible for all Facility Administration of all Commercial offices in India.
In this role, you will…
Commercial Operations
- Drive Commercial Operations for India and implement operations systems by determining customer requirements & observing trends (through various channels like SFDC Tickets, etc.)
- Contribute to driving sales operations and give recommendations to drive creation of strategic plans. This includes preparing & comparing action plans, productivity, identify trends, etc. this includes working closely with the APAC Ops team to set and implement policies, procedures & systems and follow through on implementation like conducting audits on the contracts to ensure compliance to SOPs.
- Forecast the fulfilment requirements, and analyze variances & initiate corrective actions
- Develop, implement and evaluate policies and procedures; customize processes based on country requirements for issuing sales promotions to ensure that the maximum target audience is reached
- Analyze process workflows & implement changes. For e.g. India specific address book requirements & customer invoicing in SAP. This also covers customer impacting processes across functions
- Communicate all operating policies and issues at review meet & APAC Ops meeting on Customer Experience
- Collate and analyze customer experience (VOC), Mystery Shopper and Net Promoter Score feedback.
- Drive practices that help NPS increases across the organization over time (Medallia)
- Serve as primary point of contact for customers when there are issues related to product quality, customer service and product safety for Invisalign. Communicate customer issues and devise ways of improving the customer experience, including resolving problems and complaints
- Create customer impact by observing and coaching customers’ staff to improve their knowledge, skills and behaviors related to the company’s products
- View all customer touch points, continually learn what it is like to be an Invisalign customer, work with customer groups to gain feedback and implement change initiatives
Customer Operations/Service
- Leading the Customer Service team and enabling them to deliver high standard of customer service through various platforms like eLearning, and ensuring that the organization keeps increasing the standards of customer service
- The Customer Service team is updated on the organization’s products/services which is effectively communicated to the end customer
- Pushing the system for improved customer service, including changing policies & internal standards for the organization, and coordinating with different departments to drive a higher level of customer service
- Doctor Locator: Work with marketing team in ensuring the Doctor Locator site is effective
Facility Administration
- Maintain high standards of EHS (Employee Health and Safety) at work by establishing, following and enforcing standards & procedures
- Manage contracts, pricing & serve as primary liaison with utilities (IT infrastructure, Premise maintenance, etc.) and local government agencies (Fire, BMC, etc.)
In this role, you’ll need …
Qualification: B.A/M.B.A
Total Year of Experience : 10 to 14 years (Operations and Customer Support) Job Location : Mumbai
Skills
Customer Management, Effective Communication Skills, Process Management
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.
