Quality Assurance Customer Care Senior Supervisor

About the role

Align Technology, the maker of Invisalign®, is seeking a Quality Assurance Customer Care Senior Supervisor to lead an internal call center that supports both internal and external customers for its medical device products and services.

Key responsibilities

• Set performance goals, organize workflow, and ensure employees understand their duties.
• Monitor productivity, provide coaching, and identify career advancement opportunities for direct reports.
• Manage projects, coach other supervisors, and oversee professional and technical staff.
• Analyze operational processes, establish escalation procedures, and drive service delivery improvements.
• Handle staffing, training (product knowledge, language, communication), and may be involved in contract negotiations and financial results.

Required profile

• Bachelor’s degree (or master’s degree) from a four‑year college or university.
• Minimum 3 years of directly related experience (or a master’s degree with up to 12 months of experience).
• Proficiency in English and strong leadership abilities.
• Ability to influence, motivate others, and drive vision and purpose.

Required skills

• Leadership and team management.
• Financial acumen and strategic mindset.
• Project management and process optimization.