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Director, Itero Operations, Apac

3 weeks ago

Downtown Core, Singapore AlignTech Full time

**Join a team that is changing millions of lives.**

Transforming smiles, changing lives.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

Ready to join us?

**About this opportunity**

The **Director, Operations APAC** is responsible for the management and operation of multiple functions (having direct and indirect reports) critical to the iTero business success across APAC region:

- ** Business Operations**: all activities linked to business transactions post-sales (contract management for equipment and service, interface with ERP/invoicing/logistics)
- ** On-boarding**: customer interface from order to delivery to customer site to installation
- ** Customer Care and Technical Support**: customer support post sales via available channels and complaint handling. From general inquiries to troubleshooting, damaged part replacement, etc.
- ** Partner support**: dedicated support activities for partners/distributors (B2B)
- ** Business Optimization**: liaising and coordination of activities required to support new product launches, product extensions, inclusion of new distributors, system-enhancement projects, etc. from a system, process, and team readiness (Support and Operations). Collaborating with IT and PMO regionally and globally, for roadmap alignment and execution.
- ** Logistics and Supply Chain Management**: Collaborate with overall Align and iTero manufacturing HQ for ensuring proper logistics setup including warehouse, manufacturing plant setup and establish a cost-efficient supply chain management to maintain cost competitiveness.
- ** Cross department collaboration**: ensure an effective and efficient handoff across different departments from sales/markets to sales operations to commercial operations (logistics, SCM, technical support) to global operations to customer services.
- ** Customer Experience (CX)**: all activities (education, visibility and follow-up) around available NPS, Customer Satisfaction and additional surveys in alignment with regional and global CX deliverables. In addition, activities related to continuous improvement and gaining operational efficiency and excellence.

The incumbent will oversee an organization encompassing a mix of back office and customer-facing responsibilities and will have to manage directly or indirectly resources and projects that will be central and country-based. The individual will show a great ability to work cross-functionally with the global teams, the other APAC HQ functions as well as country management.

**In this role, you will**
- Manage a multifunction department to ensure business continuity:

- capability for sales teams/partners to transact promptly and with compliance
- make customers’ onboarding/install as smooth as possible (scanners, lab software)
- maintain customers' downtime to the minimum (scanner, lab interface)
- Work with Global partners to implement accurate and updated methodologies and processes that improve the process
- Work with other APAC HQ functions to ensure alignment (objectives, HC, budget, processes) and drive business efficiency and improvements
- Work with country managers to ensure proper resourcing of shared or dedicated customer-facing resources
- Drive standardization of procedures and work instructions for all impacted functions
- Capture improvement opportunities (internal/external) and derive process updates or product improvement opportunities (complaints, NPS, etc.)
- Develop accurate daily, weekly and monthly reporting to drive continuous improvement programs aligned to drive immediate and longer-term objectives (internal and external sources)
- Responsible for organization planning as well as forecasting future growth
- Work with the FP&A finance team to analyze, develop and interpret budget and financial statements
- Responsible to achieve established quality and process time (SLA) in all functions
- Responsible for leading projects related to the corrective and preventive actions
- Ensure an effective and efficient handoff across different departments from sales/markets to sales operations to commercial operations (logistics, SCM, technical support) to global operations to customer services.
- Collaborate and align with iTero manufacturing HQ for ensuring proper logistics setup including warehouse, manufacturing plant setup and establish a cost-efficient supply chain management. Regularly review cost competitiveness in logistics and SCM value chains to stay ahead of the curve.
- Document, define, measure and improve all the current processes utilizing the Statistical process methodology
- Develop and conduct all the process training to th