More about the role 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 Align Technology, Inc., the makers of Invisalign Clear Aligners, is seeking an experienced consumer care professional to join a dynamic and growing team. In this position you will add significant value to our brand by governing and coordinating the management of patient complaints on the EMEA regional level, leading to better consumer experience and continuous improvements in our processes and platforms. You will coordinate and overview the complaint management across markets, link and align with key stakeholders like consumer marketing, CRM, Practice development, doctor facing Customer Success teams, legal, regulatory, BI and reporting. Position is based in Rotkreuz and relocation is required; applicants must be in possession of a valid Swiss work permit or EU passport to be considered In this role, you will… Maintain overview of markets' complaint and feedback management process both from consumer experience and internal efficiency aspects. Set SLAs and KPIs, follow their fulfillment. Forecast and distribute complaint and feedback contact volumes in line with the required languages Provide an ever-evolving consumer and patient complaint management toolbox and support to markets' Customer Success and Patient Care champions: SOPs, work instructions, training content, FAQs Ensure that complaint flows and queues are correctly set-up and routed to the right teams, and that the enabling technology is available at market level. Maintain and govern patient complaint categories in Salesforce both from a reason of contact and source standpoint Provide monthly / quarterly / yearly reporting. Raise attention to trending issues. Identify areas of improvement, drive continuous improvement Act as the highest level of escalation body and support to troubleshoot issues end-to-end by partnering with internal and external partners to resolve situations when needed Ensure compliancy with all safety, healthcare and regulatory policies, practices, and procedures In this role, you'll need … Proven customer service experience: Minimum of +5 years call center / customer service experience required Minimum of 2 years of healthcare industry experience required Minimum of 1 year of international / regional / global experience required Social customer care experience is a plus Excellent English communication skills both written and spoken Great analytical and problem-solving skills Strong organizational skills, with great attention to detail Skillful at defusing escalated situations Understanding of brand identity and brand advocacy Must be computer literate with a strong working knowledge of MS Office applications, including Outlook, Word, and Excel. Salesforce knowledge is an advantage Self-starter who needs minimal supervision. Ability to work both independently and within a matrix environment Ability to lead projects from creation to implementation Education: Bachelor's degree or related experience preferred. 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 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.