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Service Excellence Lead Mea

4 months ago

Dubai, United Arab Emirates AlignTech Full time

**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**

Your primary mission is to be the main point of contact to a select group of customers within Align's Middle East region, and coordinate the activities of a cross-functional team that will provide dedicated support to this group of customers.

As a Service Excellence Lead, you will be tasked with the responsibility to engineer a world-class customer experience for our customers, while making sure you are supporting the acceleration of these doctors and the practices they work in. You will work with the database of our customers to identify the ‘right’ doctors who are ready to accelerate their growth with the help of our products and services, and via our customer development programs.

You will also be responsible to review and continuousy improve the customer journey for the segment of customers you are assigned. You will do so by consistently gathering the voice of customers, the insights from the cross-functional internal teams, sharing feedback with the business, and utilizing it to enhance the customer journey.

**In this role, you will**
- Have a customer recruitment and a commercial target
- Be responsible for customer experience improvement
- Work closely with the Sales and support teams
- Be responsible for reporting and analyzing data for your customer segment
- Be responsible to lead the activities of all the supporting team members dedicated to your customer segment
- Conduct regular huddles to understand what open items or burning issues we need to solve for in the day and what needs to be escalated
- Liaise with cross-regional teams for issue escalation and continuous improvement

**In this role, you’ll need **
- Minimum 5 years of experience with customer-facing roles, such as Customer Service, Sales, and Business Development
- A relevant Bachelor’s degree in medical or business background
- Proven track record of on-target achievement
- Fluency in the English language, additionally Arabic will be a plus
- Natural ability to identify gaps and customize customer growth activities and influence decision-makers
- High level of time management and organization skills
- A proficient level of understanding how to read, report, analyze and manipulate data

**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 is
**transforming 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