Global Customer Optimization Director

Align Technology - Raleigh, NC3.9

Department: Global Marketing


Reporting to the VP, Global Customer Optimization, the Global Customer Optimization Director will lead global efforts to define and optimize the economic value proposition of Invisalign products in both GP and Orthodontic practices. He/she will support a cross functional team to develop financial models, best practices, clinical requirements, pricing scenarios, partnership proposals, internal procedures, and other criteria that help maximize profitability for participating accounts. This individual will partner with teams in all regional geographies – NA, APAC, and EMEA – to implement similar programs that both conform to local laws and achieve necessary profitability guidelines. The candidate will have frequent interactions with EMC, Regional, and Local leaders.


Develop a “practice makeover” pilot with practices around the world, which will serve as models for learning, developing implementation solutions, developing new workflows.

Complete initial steps with these 3 practices

Commercialize and extend this concept to 100-200 other practices around the world, which will become reference centers for local customers and for Align to leverage.

Develop a practice productivity financial model based on all existing information from multiple sources, and validate with additional research / pilots / etc.

This model will initially be a generic model, which can be easily understood and implemented by a broad range of customers and supported by the existing sales force.

Develop an Align Service organization which utilizes the ideas above as key tools to “intervene” in practices with high potential and would pay for the services, with a view to become large Align providers.

This service organization will be a profit center, employing business consultants who would help in the planning and implementation phase of the “make over”.

Work cross-functionally to resolve problems, analyze opportunities, and drive to solutions and actionable recommendations / results.

Help drive the operational cadence of the various regions to define, measure, and track success criteria and implement changes necessary to achieve successful outcomes while maximizing profitability.

Interact with and provide support for related regional activities / programs.

Provide routine VP and Regional Leadership updates on strategies, challenges, and progress to ensure alignment.

Integrate solution platform with Regional and local sales strategies to ensure maximum company-wide benefit.

Maintain key customer relationships while developing and implementing strategies for expanding the company’s customer base and product utilization.

Develop and be accountable for key metrics including:
Participant profitability

Participant Invisalign growth

Align case volume growth and contribution margin

Claims and related insights

Sales tool development and launch

Regional progress and commercialization efforts


Demonstrated expertise in the following required:
Results driven and customer focused leader with an agile mindset and a high sense of accountability.

Highly strategic, analytical and innovative problem solver possessing strong interpersonal, multi-tasking, organizational, and project planning skills, and demonstrating ability to meet aggressive deadlines.

Ability to deal with complex problems and present recommendations in a clear, concise format.

Excellent verbal and written communication skills.

Possess a global mindset and is adaptable to change and direct change management efforts.

Demonstrated ability to develop and maintain credibility with key stakeholder at all levels

Ability to create effective process workflows and maximize efficiencies.


Bachelor’s degree required, MBA preferred or equivalent experience

12 plus years’ experience in a combination of strategy, business operations in a technology and/or medical device company

Preference for candidate with multi-country, multi-function experiences in marketing and/or sales.

Orthodontic and General Dentistry experience is preferred.


Travel 40% - 70% as needed


Regular business hours