Manager, Knowledge

**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 Role of Manager, Knowledge and Training is responsible for ensuring solid training curriculum and evaluation, that iTero Support and Training teams provide the highest possible quality of service to our customers. This position manages the training development process, support documentation workflow, and any necessary needs assessment or other information gathering exercise aimed at improving the effectiveness of the Operations training and knowledge management practices in APAC. This person is also responsible for planning, conducting, coordinating, and implementing training for new hires and/or existing Align staff on existing or new products and services. Determining training needs and initiating appropriate programs to ensure quality, consistency, and positive customer experience. Improving training effectiveness by developing new approaches and techniques, based on mixed learning needs. Building training programs, which include continuing development, soft skills training, and any other key development needs for the business.

**In this role, you will**
- Develop regional strategy for Training and Knowledge Management for iTero Operations
- Coordinate all training and knowledge management activities in APAC, ensure harmonization across the region
- Design and/or update the training curriculum and conduct training programs for iTero Support and Operations
- Conduct continuous assessment of training needs; develop and/or utilize appropriate resources to deliver special training programs, aligning with Global standards and certifications.
Design training programs to develop and/or improve skills for the support and training teams.
- Recommend, develop and implement improved processes to track trend and improve internal quality measurement within the department.
- Select and/or develop teaching aids such as training presentations, demonstration models, and multimedia visual aids.
- Conduct new hire training as well as any other training required.
- Test new hires or any trainee, post training by performing quizzes during training period to measure progress and to evaluate effectiveness of training.
- Assist in preparing appropriate development plans for continuous improvement.
- Assist in the development and delivery of any new process.
- Ensure the department is prepared for all government regulatory audits e.g. FDA, ISO, by delivering/implementing actions received from the Quality Department.
- Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
- Possess comprehensive knowledge of company procedures and product information/materials.
- Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
- Participate in special projects and/or training when requested.
- Identify opportunities to increase efficiency and productivity within the context of the overall business strategy and customer experience.
- Provide support to audit processes and quality management system as required.
- Perform other duties as assigned.
**In this role, you’ll need **

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Ability to communicate effectively with people in all areas of a company is vital. Willing to reassess and reorganize when traditional solutions are not working. The incumbent should be able to work within a multi-cultural team and have superior interpersonal skills, able to multitask, as well as set priorities and meet deadlines.
- Qualifications_
- centered training and support materials.
- Communication skills with an ability to build relationships and work across multi-functional organizations
- Ability to perform and focus under pressure situations, while developing sound implementation approaches which solve the business problems
- Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards
- Initiative: Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-d