Customer Experience Operations Manager

hace 2 semanas


San Francisco, Heredia, Costa Rica Aligntech A tiempo completo
About the Role

We are seeking an experienced Customer Experience Operations Manager to join our team at Aligntech. In this role, you will be responsible for providing strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.

As a key member of our operations team, you will manage all facets of customer retention (CRM), including participating in the resolution of customer concerns and defining and developing a customer contact strategy. You will also analyze operational processes, escalation procedures, and perform training needs assessments to identify opportunities for service delivery improvements and value add to the customer/clients.

In addition, you will develop customer service department procedures, liaise between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries. You will review warranty claims and develop and manage return materials authorization (RMA) processes to ensure customer returns, exchanges, service, and repairs are done with speed and accuracy.

This is an exciting opportunity to join a company that is transforming smiles and changing lives through innovative technology and treatment options. If you have a passion for delivering exceptional customer experiences and driving business growth, we encourage you to apply.



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