Align Technology
Global Product Manager
Align Technology is seeking a Global Product Manager to own and scale our customer service experience platform focused on call reduction, operational efficiency, and AI‑driven automation.
Location: US‑North Carolina‑Raleigh (role also available in San Jose, California).
Role Overview The Global Product Manager will lead initiatives across Salesforce Service Cloud, chatbots, AI agents, and process optimization to reduce inbound contact volume while improving customer satisfaction and first‑contact resolution.
Key partnerships include Customer Support, Operations, Engineering, Data, and AI teams to design scalable service journeys that shift interactions from voice to digital, automate repeatable workflows, and proactively resolve customer issues.
Responsibilities
Own the end‑to‑end 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.
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 and define success metrics.
Maintain strong execution discipline across planning, prioritization, and delivery, and identify risks early to drive mitigation plans.
Ensure launches are well‑coordinated, high quality, and outcome‑focused.
Mentor Product Managers and contribute to product best practices, supporting continuous improvement of product processes and tools.
Qualifications
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, dental, and vision coverage with Health Savings Accounts for eligible plans.
Discounts on Invisalign and Vivera after 90 days of employment.
Back‑up child/elder care and caregiving concierge.
Family forming benefits for employees and spouses or domestic partners.
Breast milk delivery and lactation support services.
Employee Assistance Program.
Hinge Health virtual physical therapy for eligible employees and dependents.
Short‑term and long‑term disability insurance.
Basic life insurance, accidental death and dismemberment, and voluntary supplemental life insurance.
Flexible Spending Accounts for health care, dependent care, and commuter benefits.
401(k) plan with discretionary company match up to 6% of eligible earnings.
Employee Stock Purchase Program.
Paid vacation up to 17 days in the first full year, with accrual adjustments based on tenure.
Sick time accrual of one hour per 30 hours worked, with a maximum carryover of 80 hours.
11 company‑designated paid holidays.
12‑week paid parental leave (up to 4 weeks for less than 12 months of service, up to 6 weeks for 12+ months).
10 days paid jury duty for non‑exempt employees and full salary coverage for exempt employees serving.
Seniority Level Entry level
Employment Type Full‑time
Job Function Product Management and Marketing
Industries Medical Equipment Manufacturing
Equal Opportunity Statement Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
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Location: US‑North Carolina‑Raleigh (role also available in San Jose, California).
Role Overview The Global Product Manager will lead initiatives across Salesforce Service Cloud, chatbots, AI agents, and process optimization to reduce inbound contact volume while improving customer satisfaction and first‑contact resolution.
Key partnerships include Customer Support, Operations, Engineering, Data, and AI teams to design scalable service journeys that shift interactions from voice to digital, automate repeatable workflows, and proactively resolve customer issues.
Responsibilities
Own the end‑to‑end 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.
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 and define success metrics.
Maintain strong execution discipline across planning, prioritization, and delivery, and identify risks early to drive mitigation plans.
Ensure launches are well‑coordinated, high quality, and outcome‑focused.
Mentor Product Managers and contribute to product best practices, supporting continuous improvement of product processes and tools.
Qualifications
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, dental, and vision coverage with Health Savings Accounts for eligible plans.
Discounts on Invisalign and Vivera after 90 days of employment.
Back‑up child/elder care and caregiving concierge.
Family forming benefits for employees and spouses or domestic partners.
Breast milk delivery and lactation support services.
Employee Assistance Program.
Hinge Health virtual physical therapy for eligible employees and dependents.
Short‑term and long‑term disability insurance.
Basic life insurance, accidental death and dismemberment, and voluntary supplemental life insurance.
Flexible Spending Accounts for health care, dependent care, and commuter benefits.
401(k) plan with discretionary company match up to 6% of eligible earnings.
Employee Stock Purchase Program.
Paid vacation up to 17 days in the first full year, with accrual adjustments based on tenure.
Sick time accrual of one hour per 30 hours worked, with a maximum carryover of 80 hours.
11 company‑designated paid holidays.
12‑week paid parental leave (up to 4 weeks for less than 12 months of service, up to 6 weeks for 12+ months).
10 days paid jury duty for non‑exempt employees and full salary coverage for exempt employees serving.
Seniority Level Entry level
Employment Type Full‑time
Job Function Product Management and Marketing
Industries Medical Equipment Manufacturing
Equal Opportunity Statement Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
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