Manager, Customer Care

Company: Align Technology Inc.
Location: Raleigh
Posted on: February 16, 2026

Job Description:

Job Description Job Description Description We are looking for a Manager of US Customer Care who is a proactive team member with strong interpersonal skills, a knack for problem solving and an inquisitive mind to support the needs of the US business in both Invisalign and iTero operations. This individual will have the ability to accept ownership of an initiative, utilize resources & relationships to find efficient resolutions to multifaceted issues that arise. Understanding core functions and key points of contacts within the multiple departments at Align Technology will be critical. This individual will define strategy, key performance indicators, and share key health indicators of the US business. Continuous education and staying up to date on new initiatives and customer experience programs will be essential to support the ever-changing needs of the customer and field sales teams. The Manager should always have a clear pulse on US NPS sentiment, including current trends and ability to provide insights and recommendations to various leaders and stakeholders in the business. Role expectations Manage a team of Customer Care Area Specialists across the US Be familiar with internal partner operations to create efficiencies, which drive stakeholder experience between sales and support teams Build strong relationships with sales reps and leadership, utilize this partnership to share trends, provide opportunities for improvement and state of the business Proactively support sales and customers to create a positive experience for key stakeholders Seek out opportunities for continuous improvement; streamline processes, reduce resolution times, seek proactive solutions Provide regular report outs utilizing Power of BI, Salesforce, and MS Office products on US and area operations to support leadership and stakeholders Be alert to internal/external trends and company initiatives to cascade communication to affected parties Continuously learn new products, programs, and services to help support customers and field sales team Lead key projects and/or training when requested. What we're looking for 6 years’ work experience in a customer support or account management environment, benefit if candidate has experience process and operations Understanding of Aligns product portfolio for both the Invisalign and iTero lines of business Demonstrated leadership capability; preference for individuals with prior people leadership experience Ability to lead a direct team to provide clear outcomes while keeping stakeholder and customer experience in mind Comfortable navigating salesforce, understanding power BI and analyzing data Create and define key performance indicators Works well independently, capable of setting goals, projects, and priorities Strong verbal and written communication skills as cross functional correspondence is a key function of the job, sometimes with upper-level leadership Strong business storytelling skills in the ability to create materials and share information in a concise, well-informed manner Strong technical skills: ability to learn new tools and platforms quickl 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: 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 Employee benefits. Align offers its employees: 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%.). Employer match vests after two years – 25% year one and 100% at year two. Align offers traditional, Roth, and after-tax options. 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 (currently accrued at the rate of 5.24 hours each pay-period), which carries over to a maximum cap of 30 days. Annual paid vacation time accrual increases based on tenure. Both exempt and non-exempt employees who work 32 hours or more per week receive prorated vacation accrual based on their regularly scheduled work hours and tenure. Sick time is accrued throughout the year at the rate of one hour for every thirty worked. Employees can carry over unused sick leave each year, up to a maximum balance of 80 hours. 11 Company-designated paid holidays throughout the year. If employed for at least 12 consecutive months, Align will grant up to 6 weeks of paid Parental Leave. If employed for less than 12 consecutive months, Align will grant up to 4 weeks of paid Parental Leave. All parental leave must be completed within one year of the birth or placement of the child. Parental leave is in addition to any state and/or local parental leave benefits. Three days of paid bereavement leave. In some cases, due to travel the amount of paid leave may be extended to 5 paid days off. To the extent applicable state or local law offers more generous benefits, Align complies with any such law. Non-exempt employees will receive full pay for up to 10 days of jury duty. Exempt employees will receive their full salary during any week they serve and perform any work. Other insurance such as legal, critical illness, voluntary accident, long-term care, auto, home and pet insurance are available for purchase. To the extent applicable state or local law offers more generous benefits, Align complies with any such law.

Keywords: Align Technology Inc., Jacksonville , Manager, Customer Care, Accounting, Auditing , Raleigh, North Carolina