Sr. Customer Experience Manager- North AmericaAlign Technology • Raleigh, NC, US
Sr. Customer Experience Manager- North America
Align Technology • Raleigh, NC, US
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]In partnership with CX Analytics, define and implement customer feedback mechanisms Analyze, evaluate and prioritize customer feedback to identify key customer trends and friction areas Develop and manage mechanisms to share and socialize feedback internally, ensuring customers are represented in decision making and drive action and improvement Define regional customer improvement priorities, ensuring that every region has an agreed top 3 list the customer areas to fix Support and run CX improvement projects to address known friction areas Partner with regional Marketing and Commercial Excellence teams to commercialize CX and Service improvements Implement effective mechanism to close the loop on ALL customer feedback and establish an effective resolution escalation process In partnership with HR, develop initiatives to drive employee awareness of our customer values and develop relevant skills and capabilities Develop and implement customer recognition programs Lead regional internal events, including Align’s annual CX Week Experience level : 10+ years of related experience in Customer Experience, Sales Operations or Marketing Experience type : Experience in change management, x-functional program management, , customer journey mapping and design, voice of customer and data analytics, team training & development, strategy development Skills : Project management, data analysis and insight translation, stakeholder management, communication and influence, strategic thinking Culture / values : Team orientated, empathetic, structured, proactive, results / impact orientated Education : Bachelors Degree required Discounts on Invisalign and Vivera to employees and their eligible dependents after 90 days of employment Back-up Child / Elder Care and access to a caregiving concierge Family Forming Benefits – Available to Employees, and their spouse or domestic partner, covered under one of Align’s health plans Breast Milk Delivery and Lactation Support Services Employee Assistance Program Hinge Health Virtual Physical Therapy – Available to all employees and eligible dependents (age 18+) enrolled in an Align medical Plan Short-term and long-term disability insurance in accordance with those plans. Basic Life Insurance and Accidental Death and Dismemberment. Voluntary Supplemental Life Insurance for Employee, Spouse / Domestic Partner, and Child(ren) are available for purchase in accordance with those plans. Flexible Spending Accounts – Employees may be eligible to participate in a health care account (including a limited health FSA if enrolled in a HDHP), dependent care account, and a pre-tax commuter benefit plan. 401k plan (with a discretionary Company match of 50% up to 6% of eligible earnings up to a maximum match of 3%.). Employer match vests after two years – 25% year one and 100% at year two. Align offers traditional, Roth, and after-tax options. Employee Stock Purchase Program (Employees must work 20 hours or more and be employed on purchase date to be eligible). Paid vacation of up to 17 days during the first full year of employment (currently accrued at the rate of 5.24 hours each pay-period), which carries over to a maximum cap of 30 days. Annual paid vacation time accrual increases based on tenure. Both exempt and non-exempt employees who work 32 hours or more per week receive prorated vacation accrual based on their regularly scheduled work hours and tenure. Sick time is accrued throughout the year at the rate of one hour for every thirty worked. Employees can carry over unused sick leave each year, up to a maximum balance of 80 hours. 11 Company-designated paid holidays throughout the year. If employed for at least 12 consecutive months, Align will grant up to 6 weeks of paid Parental Leave. If employed for less than 12 consecutive months, Align will grant up to 4 weeks of paid Parental Leave. All parental leave must be completed within one year of the birth or placement of the child. Parental leave is in addition to any state and / or local parental leave benefits. Three days of paid bereavement leave. In some cases, due to travel the amount of paid leave may be extended to 5 paid days off. To the extent applicable state or local law offers more generous benefits, Align complies with any such law. Non-exempt employees will receive full pay for up to 10 days of jury duty. Exempt employees will receive their full salary during any week they serve and perform any work. Other insurance such as legal, critical illness, voluntary accident, long-term care, auto, home and pet insurance are available for purchase.
Job Description
Job Description
Description
We are looking for a Sr. Customer Experience Manager (NA) to lead the CX strategy and execution of customer experience initiatives across NA. In partnership with regional leadership teams, this role will be responsible to drive a customer-centric culture, optimize end-to-end customer experiences, and translate insights into actionable improvements. This role is based in Raleigh, NC and reports into the Senior Director Customer Experience & Continuous Improvement.
Role expectations
Regional CX Strategy : In partnership with regional leadership team, development of an NA Customer Experience strategy and plan. This includes :
- Setting annual regional CX targets and KPIs (eg. NPS, EOB)
- Defining critical initiatives, tasks, and required OPEX to deliver against agreed CX goals
- Continual performance monitoring and course correction
- Inspire change across the organization
Voice of Customer : Ensure customer feedback and priorities are accessible, understood and represented in decision making across the business
Customer improvement : Improve the end-to-end customer experience and demonstrate Align’s commitment to resolving friction areas
Customer culture : Build an internal culture that puts the customer at the center of our thinking and decision making
What we're looking for
Pay Transparency
If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.
For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.
Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.
General Description of All Benefits
We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.
Family Benefits. Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings), dental, and vision in accordance with those plans. Align also offers to employees :
Employee benefits. Align offers its employees :
To the extent applicable state or local law offers more generous benefits, Align complies with any such law.
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Manager Customer Experience • Raleigh, NC, US
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