Align Technology · 1 month ago
Global Product Manager
Morrisville, NC
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expAlign Technology is seeking a Global Product Manager to own and scale their customer service experience platform. This role focuses on call reduction, operational efficiency, and AI-driven automation, leading initiatives across various teams to enhance customer satisfaction and streamline service processes.
HardwareHealth CareManufacturing
Responsibilities
Own the end-to-end service product roadmap focused on call deflection, digital self-service, and automation
Define product strategy aligned to measurable outcomes such as call volume reduction, handle time improvement, and CSAT
Translate service operational needs into scalable platform capabilities
Own product roadmaps and backlogs aligned to strategic priorities
Lead discovery, definition, and delivery of product initiatives from concept through launch
Analyze inbound call drivers and identify opportunities for process redesign, automation, and digital resolution
Lead initiatives to eliminate repeat calls through better workflows, knowledge surfacing, and proactive communications
Partner with Operations to standardize and optimize service processes globally
Leverage customer insights, analytics, and market data to inform product decisions
Define and track success metrics to measure customer and business impact
Continuously iterate products based on feedback and performance
Maintain strong execution discipline across planning, prioritization, and delivery
Identify risks early and proactively drive mitigation plans
Ensure launches are well-coordinated, high quality, and outcome-focused
Mentor Product Managers and contribute to product best practices
Support continuous improvement of product processes and tools
Qualification
Required
8–10 years of Product Management experience, with significant focus on Service, Support, or Operations platforms
Proven experience driving call reduction and service efficiency initiatives
Hands-on experience with Salesforce Service Cloud (cases, flows, omni-channel, knowledge)
Strong understanding of customer support operations and contact center metrics
Experience launching or scaling chatbots, AI agents, or self-service solutions
Ability to translate operational pain points into clear product requirements
Strong analytical and data-driven decision-making skills
Benefits
Medical (with a Health Savings Account option for some plan offerings)
Dental
Vision
Discounts on Invisalign and Vivera to employees and their eligible dependents after 90 days of employment
Back-up Child/Elder Care and access to a caregiving concierge
Family Forming Benefits – Available to Employees, and their spouse or domestic partner, covered under one of Align’s health plans
Breast Milk Delivery and Lactation Support Services
Employee Assistance Program
Hinge Health Virtual Physical Therapy – Available to all employees and eligible dependents (age 18+) enrolled in an Align medical Plan
Short-term and long-term disability insurance in accordance with those plans
Basic Life Insurance and Accidental Death and Dismemberment
Voluntary Supplemental Life Insurance for Employee, Spouse/Domestic Partner, and Child(ren) are available for purchase in accordance with those plans
Flexible Spending Accounts – Employees may be eligible to participate in a health care account (including a limited health FSA if enrolled in a HDHP), dependent care account, and a pre-tax commuter benefit plan
401k plan (with a discretionary Company match of 50% up to 6% of eligible earnings up to a maximum match of 3%)
Employee Stock Purchase Program (Employees must work 20 hours or more and be employed on purchase date to be eligible)
Paid vacation of up to 17 days during the first full year of employment
Sick time is accrued throughout the year at the rate of one hour for every thirty worked
11 Company-designated paid holidays throughout the year
Paid Parental Leave
Paid bereavement leave
Full pay for up to 10 days of jury duty for non-exempt employees
Other insurance such as legal, critical illness, voluntary accident, long-term care, auto, home and pet insurance are available for purchase
Company
Align Technology
Align Technology, Inc. designs, manufactures, and markets the invisalign system for treating malocclusion or the misalignment of teeth.
10001+ employees
H1B Sponsorship
Align Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (75)
2024 (57)
2023 (49)
2022 (60)
2021 (66)
2020 (31)
Funding
Current Stage
Public CompanyTotal Funding
$136MKey Investors
QuestMark PartnersComdisco Ventures
2001-01-26IPO
2000-06-21Series D· $105M
1999-10-07Series Unknown· $26M
Leadership Team
Joseph Hogan
CEO, President, and Director
Ben Park
Head, Emerging Technology | Research & Development
Recent News
2026-01-21
Company data provided by crunchbase