CS Operational Excellence Analyst

In this role, you will…

•  Monitor and support projects and operational processes related to customer services, product inquiries, internal requests, and continuous improvement initiatives. 
• Ensure that proposed process designs and operational changes comply with quality standards and receive appropriate stakeholder validation and approvals. 
• Develop recommendations and participate in strategic projects aimed at improving customer satisfaction, operational performance, and organizational effectiveness. 
• Create and maintain process documentation, workflows, and operational models that clearly communicate business requirements and support team development initiatives.
• Facilitate knowledge-sharing activities, contribute to documentation standards, and support onboarding and capability-building efforts across teams.
• Develops knowledge-based systems, databases and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications.
• Anticipate business trends, customer challenges, and operational risks through analytical assessments and data-driven decision-making.
• Measure performance against process requirements.
• Resolve complex issues by following company standards.
• Provide guidance and support to Operational Excellence teams by sharing best practices, insights, and lessons learned to elevate overall team performance.

For this role, you'll need...

• University degree in any area of knowledge;
• At least 2 years' experience in positions such as customer success, customer experience and customer journey and other related functions;
• Strong problem-solving skills and an affinity with customer-focused activities;
• Proactive and analytical profile, with skills in self-management, organization and prioritization of activities;
• Knowledge of the main customer service and experience metrics;
• Skills and knowledge of customer experience methodologies;
• Capacity for technical product learning in a highly complex industry;
• Affinity with companies in the technology sector;
• Intermediate English is required and basic Spanish is a plus;
• Proficient with computers and standard software programs (Excel, Word, e-mail, etc.).
  

Join us!
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About
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.