Sr. Customer Experience Manager- North America

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.