Sr. Supervisor, Customer Success & Operational Excellence

Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign® is looking for an OPEX CS Sr. Supervisor. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The OPEX CS Sr. Supervisor should perform project completion using an internal customer perspective, typically from initiation through delivery. Coordinate cross‑functional teams through meetings and progress measurement activity, which bring distinct, specific projects to completion both on time and within budget. This role will be part of Align Technology’s goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting‑edge technology company that has helped create millions of smiles.

This is an on‑site position located at our Wrocław office in the Psie Pole district.

Key Responsibilities

• Lead the regional Training & QA transformation roadmap for EMEA, serving as the primary operational leader driving AI‑enabled QA workflows, continuous learning ecosystems, and training modernization.
• Manage, coach, and develop a team of Customer Success Trainers, fostering high performance, scalability, and mastery of hybrid learning models.
• Design, implement, and own structured performance management systems for trainers, including KPIs, quality monitoring, facilitation reviews, feedback loops, and capability development plans.
• Oversee the regional onboarding strategy (Invisalign, iTero, TS, Consumer Care), including agenda design, resource planning, trainer allocation, and cross‑market alignment.
• Lead ongoing education, upskilling programs, nesting governance, continuous learning cycles, and SME‑driven technical development initiatives.
• Act as the regional owner of the AI‑driven QA Software ecosystem, ensuring configuration accuracy, governance over QA inputs, calibration, and integration of real‑time coaching insights.
• Partner with SD&T, KM, BI, and CRM/CMS teams to ensure training materials, SOPs, workflows, and processes are kept up to date and reflect operational reality.
• Collaborate with CS Managers and Operations Leaders to execute change management initiatives, ensuring training readiness, agent capability uplift, and seamless transition during operational or process changes.
• Oversee training analytics, dashboards, completion metrics, efficiency KPIs, and readiness indicators used for operational forecasting and performance management.
• Lead the creation of standardized training frameworks and governance models, ensuring consistency, scalability, and regulatory compliance across the region.
• Drive continuous improvement initiatives, identifying capability gaps, designing targeted interventions, and ensuring EMEA trainers adopt best‑in‑class methodologies.
• Own regional communication and escalation channels for Training & QA topics, ensuring alignment across markets and providing strategic insights to OPEX leadership.
• Support PMO‑level project execution for major initiatives including AI QA deployment, onboarding redesign, and operational transformation projects.

Skills, Knowledge & Expertise

• 3–5+ years of people leadership experience managing high‑performing teams. Project management experience would be a plus.
• Demonstrated experience leading training teams in a contact center or customer success environment.
• Strong command of QA frameworks, quality governance, performance coaching, and digital QA transformation.
• Experience designing training systems, scorecards, tracking dashboards, and governance models.
• Excellent project and change management skills; ability to lead multi‑phase, regional initiatives.
• Strong analytical mindset with demonstrated ability to synthesize data into strategic action.
• Exceptional communication, facilitation, and stakeholder management abilities.
• Proven experience influencing operational leaders and supporting decisions with structured insights.
• Ability to manage complexity, balance competing priorities, and ensure training scalability under rapid organizational growth.
• Digital‑first mindset and familiarity working with AI‑enabled solutions.

Job Benefits

• Private healthcare Luxmed
• Multisport card
• Private insurance
• Meal vouchers
• Co‑financing of company products
• Employee Support Program
• Annual bonus (eligible based on role scope, experience and performance)

Align Technology provides statutory benefits and a comprehensive set of perks designed to support employee comfort and professional development. For details on compensation policies and salary ranges, see the Compensation Policy available under Corporate Disclaimers on our careers site.

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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Other

Industries

Medical Equipment Manufacturing