Sr. Channel Operations Manager, iTero Americas

Sr. Channel Operations Manager, iTero Americas

Department: Sales

Employment Type: Full Time

Location: US-North Carolina-Raleigh

Description

The Sr. iTero Channel Operations Manager, iTero Americas, will provide strategic leadership and direction for pre-and post-sales support and services to clients and customers across Align Technology. In this role, you will work to optimize processes and create efficiencies in commercial operations and escalation procedures by planning and aligning with cross-functional team members to drive results. You will assess training needs to drive service delivery improvements and create a value-added experience for customers/clients. Customer engagement and experience will be at the forefront in driving vision and purpose to deliver superior sales objectives and strengthen customer relationships, reputation, and impact of Align Technology across the AMS Commercial team and Dental community.

In this role, you should always have a clear pulse on AMS iTero NPS sentiment, including current trends, and be able to provide insights and recommendations to various business leaders and stakeholders.

Role expectations

• Partner with field senior leadership to review area sales teams and identify ways to improve operational rigor, efficiency, business processes, customer experience, and engagement
• Manage and lead through ambiguity to identify and solve day-to-day operations of the business and provide support
• Define and drive strategic initiatives between area and key cross-functional stakeholders centered around customer experience and operational execution
• Facilitate the implementation of corporate programs by enhancing the connection between the area field sales teams across business/channel lines
• Analyze data, area operations, and strategies, to identify risk and implement solutions proactively
• Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors
• Receive assignments in the form of objectives and determine how to use resources to meet goals
• Adhere to processes and operational policies in selecting methods for obtaining solutions
• Focus on building and improving process efficiencies within the team
• Perform ongoing analysis of customer engagement and take the necessary measures to increase product usage and adoption Maintain effective communication with clients, sales executives, and other sales support team members

What we're looking for

• Bachelor's Degree and/or equivalent experience
• 10+ years of strategic commercial, sales, or marketing roles with dental or medical device experience preferred.
• Track record of effectively influencing without authority across internal teams
• Strong analytical skills and the ability to thrive in a detail-oriented environment
• Excellent written and verbal communication skills with diverse customer audiences
• Strong capabilities to interface effectively with all customer types
• Exhibits a high degree of flexibility in adapting to a rapidly changing environment
• Strong organizational and prioritization skills with the ability to manage multiple competing tasks/ projects
• Demonstrated proficiency with Word, Excel, PowerPoint, and Sales Force
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or business community members.
• Travel up to 15%