Department:
Customer Support

Location:
APAC-India-Mumbai

Description
About this chance
The role of Sr. Manager, Commercial Operations is responsible for driving overall Commercial Operations for entire India, now covering business verticals of Invisalign. Person also manages Customer Support & Service, and is responsible for designing and establishing systems and SOPs that deliver a great Customer Experience. This role will also now be responsible for all Facility Administration of all Commercial offices in India.

Role expectations
In this role, you will…

Commercial Operations
- Drive Commercial Operations for India and implement operations systems by determining customer requirements & observing trends (through various channels like SFDC Tickets, etc.)
- Contribute to driving sales operations and give recommendations to drive creation of strategic plans. This includes preparing & comparing action plans, productivity, identify trends, etc. this includes working closely with the APAC Ops team to set and implement policies,



procedures & systems and follow through on implementation like conducting audits on the contracts to ensure compliance to SOPs.
- Forecast the fulfilment requirements, and analyze variances & initiate corrective actions
- Develop, implement and evaluate policies and procedures; customize processes based on country requirements for issuing sales promotions to ensure that the maximum target audience is reached
- Analyze process workflows & implement changes. For e.g. India specific address book requirements & customer invoicing in SAP. This also covers customer impacting processes across functions
- Communicate all operating policies and issues at review meet & APAC Ops meeting on Customer Experience
- Collate and analyze customer experience (VOC), Mystery Shopper and Net Promoter Score feedback.
- Drive practices that help NPS increases across the organization over time (Medallia)
- Serve as primary point of contact for customers when there

📌 Sr. Manager, Commercial Operations, Mumbai
🏢 Align Technology
📍 Mumbai