Director, Continuous Improvement AE Region

About this opportunity

As we are driving a CX transformation across the region to become customer obsessed, Align is looking for a Director, Continuous Improvement for the AE Region.

This leadership position will be responsible for evolving the CI culture in the commercial, customer success organization, driving improvements for our customer experiences and leading a team of highly talented CI leaders’ units across the Americas and European region.

With our organization embarking onto a journey towards customer obsession, this position will influence how we improve services internally, impacting customers externally in the region providing expertise, technical assistance, consultation, coaching and training to local leadership and front-line staff in application of CI to solve organizational & customer problems.

Additionally, this position will use design thinking / Customer journey mapping to improve services we provide for our customers.

As we move from transforming to scaling experiences, this position will support the local markets post implementation with continual support and structure to ensure that improvement culture will strengthen over time.

This includes conducting workshops, implementing lean concepts such as visual management, leader standard work, A3 thinking and daily stand-ups as well as LSS, design thinking and customer journey mapping.

This position will report into the Sr Mgr, CI in North America. In this role, you will Drive customer experience continuous improvements (Ci) through the usage of Ci tools and implementation of Ci behaviors and methodology into the daily ways of working and improving CX for our customers along the Align digital platform.

Encourage the development of "Best in Class" practices and take the proven Ideas across Americas and Europe (AE) Commercial and Customer Success Business Units.

Train and mentor Ci Ambassadors (Green Belts, Black Belts) to attain the Best-in-class culture, passion and tenacity so that they become the seed to influence the rest of the commercial, operational and functional team.

Present and coach executive leadership in AE region in importance of CI behaviors, habit loops and improvement management to drive internal CI culture in order to impact our customers positively through VOC generated improvements.

Act as a change agent for AE Business and ensure successful execution of CX improvement projects and CX culture improvement initiatives.

Lead and manages high level, cross functional team through improvement (Kaizen) events, green belts and black belt projects using a knowledge transfer model.

Build out and lead the AE CXI team to achieve regional& global impact on business processes and customer experience. Serve as general subject matter expert for projects & project teams.

Lead, support, guide, and coach the process owners in the Align Ci elements using Lean Six Sigma methodologies and own the content and strategic advancement of the CI methodology globally.

Ensure existing processes maintain a high level of performance while continuously reviewing and refine those processes to make additional improvements.

Ensures the effective fulfillment of objectives and deadlines assigned. Participate in proactive team efforts to achieve departmental and company goals.

Perform other duties as assigned. In this role, you’ll need Bachelors in Business Administration, Engineering, or related field.

Master's degree or other advanced degree preferred. REQUIRED EXPERIENCE

• Experience in Lean Six Sigma projects management and Lean deployment.
• Experience managing commercial business teams strongly preferred.
• Certification in Lean Six Sigma Master Black Belt, Kaizen facilitation, Project Management
• 12+ years of related experience SKILLS / COMPETENCIES
• Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising, as well as flawless written communication.
• Ability to plan, organize, prioritize, work independently and meet deadlines.
• Knowledge of Lean Six Sigma Methodology and Lean ways of working.
• Knowledge of Minitab, Microsoft Word, Excel, PowerPoint, Visio, Access, Project
• Demonstrate Align Technology values Adaptability, Trust, Excellence, Accountability, Mutual Respect.
• Ability to apply intermediate statistical concepts, such as graphical analysis, hypothesis testing etc.
• Ability to train, coach and project management of Green Belts projects.
• Ability to deliver cross-functional commercial black belt projects
30+ days ago