Department:
Operations
Location:
EMEA-Germany-Cologne
Description
This position is directed at experienced Service-Operations Managers to join the
Treatment Planning and Service Organization
as a
Sr. Manager DACH Treat Service Center
, where the main role is to provide leadership to our customer-facing support operations, ensuring best class delivery, operational excellence, and high customer satisfaction.
Role expectations
* Responsible for leading the Treatment Planning Service organization and collaborating with Align European & Global Treat Sites to provide the best service for our doctors.
* Lead, manage and transform effectively the Treat Service Support team across multiple customer segments. Overseeing day-to-day operations of service delivery, ensuring SLAs and KPIs are met.
* Responsible for yearly budgeting processes, supporting resource and capacity planning, and managing communications in the related areas to the organization.
* Partner closely with Sales, Marketing, Clinical, Product and Engineering teams to deliver a customer experience strategy that effectively supports our customers and continuously drives service model improvements.
* Develop and implement scalable support workflows tailored to dynamic digital environments which are evolving rapidly.
* Build strong relationships with key customers, acting as a trusted advisor and managing escalations and complex service cases with professionalism and sense of urgency.
* Analyze service and operational performance data to identify trends, risks, and opportunities for improvement.
* Ensure compliance with industry regulations and internal quality standards.
What We're Looking For
* 5+ years of leadership experience in operations/service management, ideally in medical devices, healthcare or other regulated industries.
* Education: BBA, Industrial or other bachelor's degree required. Complementary master's degrees will be highly valued.
* Familiarity with regulatory standards (e.g., ISO 13485, FDA, GDPR) is a plus.
* English language skill on at least C1-level (CEFR) and very fluent German language. Other European languages would be a plus (Spanish, French, Polish).
* Ready for travel up to 20%.
Complementary Skills
* Self-motivated to achieve great things.
* Ability to lead teams in a fast-changing environment.
* A proven track record of excellent people-management skills.
* Ability to lead cross functional teams and to interface with a variety of different personalities and cultures.
* Strong communication and presentation skills.
* Excellent problem-solving skills and high attention to details.
* Experience in dealing with uncertainty ambiguity.
* Strong understanding of digital workflows and enterprise support systems, including AI.
* Understanding continuous improvement methodologies and Lean Six Sigma are highly desirable.
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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.