Service Design & Transition Specialist
Align is the industry leader and innovator in medical devices, focusing on revolutionizing the dental and orthodontic industry. Align, the maker of Invisalign®, is looking for a Service Design & Transition Specialist. This exciting new role is part of a culture that is helping to improve lives every day through digital dentistry.
Department: Customer Support
Location: EMEA-Poland
This is an on-site position located at our Wrocław office in the Psie Pole district.
Role expectations
- Lead complex process redesign efforts and digital‑first transformation initiatives across multiple markets, ensuring alignment with OPEX’s 2026 strategy.
- Partner with Operations, OPEX, IT, and CRM teams to design scalable workflows and implement AI‑enabled capabilities and omnichannel solutions.
- Own major components of regional transformation projects (Hub & Spoke, DSO, Credit Matrix, Digital Support scale‑ups).
- Conduct end‑to‑end process assessments using KPIs, operational diagnostics, and customer/agent insights to drive process innovation and simplification.
- Act as a subject‑matter expert for service transition frameworks, ensuring readiness, risk mitigation, and governance compliance for new services.
- Lead user acceptance testing, readiness assessments, deployment plans, and go‑live support cycles.
- Coordinate change management execution, ensuring communication, enablement, and adoption across frontline teams.
- Identify opportunities for digital deflection (chatbots, automation, self‑service) and partner with technical teams to prioritize and implement improvements.
- Recommend organizational structure optimizations and operational alignment models based on regional scalability needs.
- Mentor more junior specialists, supporting capability development and quality of execution.
What We’re Looking For
- Bachelor’s degree required; master’s preferred.
- 4–6 years of experience in service design, process improvement, project management, or operational transformation.
- English fluency at professional level.
- Strong capability in process mapping, redesign, and digital‑first standardization.
- Experience implementing technology or AI‑enabled workflows in a CS or operational environment.
- Strong PMO skills: scope, planning, RAID management, stakeholder alignment, documentation, and readiness governance.
- Ability to navigate ambiguity, propose scalable solutions, and influence cross‑functional decisions.
- Strong analytical skills to interpret KPIs and translate insights into actionable process redesign.
- Ability to lead multi‑market initiatives with minimal supervision.
Additional Information
Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers. The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate. Align Technology is eligible for an annual bonus and provides comprehensive benefits such as private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Administrative
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, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, 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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