Description

We are seeking a Global Product Manager to own and scale our customer service experience platform, with a primary focus on call reduction, operational efficiency, and AI-driven automation. This role will lead initiatives across Salesforce Service Cloud, chatbots, AI agents, and process optimization to reduce inbound contact volume while improving customer satisfaction and first-contact resolution.

You will partner closely with Customer Support, Operations, Engineering, Data, and AI teams to design scalable service journeys that shift interactions from voice to digital, automate repeatable workflows, and proactively resolve customer issues.

This role is located in San Jose, California Or Raleigh , NC

Role expectations

Product Ownership & Execution

Own the end-to-end service product roadmap focused on call deflection, digital self-service, and automation
Define product strategy aligned to measurable outcomes such as call volume reduction, handle time improvement, and CSAT
Translate service operational needs into scalable platform capabilities
Own product roadmaps and backlogs aligned to strategic priorities
Lead discovery, definition, and delivery of product initiatives from concept through launch
Analyze inbound call drivers and identify opportunities for process redesign, automation, and digital resolution
Lead initiatives to eliminate repeat calls through better workflows, knowledge surfacing, and proactive communications
Partner with Operations to standardize and optimize service processes globally

Customer & Data-Driven Decision Making

Leverage customer insights, analytics, and market data to inform product decisions
Define and track success metrics to measure customer and business impact
Continuously iterate products based on feedback and performance

Operational Excellence

Maintain strong execution discipline across planning, prioritization, and delivery
Identify risks early and proactively drive mitigation plans
Ensure launches are well-coordinated, high quality, and outcome-focused

Team & Process Contribution

Mentor Product Managers and contribute to product best practices
Support continuous improvement of product processes and tools

What we're looking for

8–10 years of Product Management experience, with significant focus on Service, Support, or Operations platforms
Proven experience driving call reduction and service efficiency initiatives
Hands-on experience with Salesforce Service Cloud (cases, flows, omni-channel, knowledge)
Strong understanding of customer support operations and contact center metrics
Experience launching or scaling chatbots, AI agents, or self-service solutions
Ability to translate operational pain points into clear product requirements
Strong analytical and data-driven decision-making skills

Pay Transparency

If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

General Description of All Benefits

We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.

Family Benefits. Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings), dental, and vision in accordance with those plans. Align also offers to employees:

Discounts on Invisalign and Vivera to employees and their eligible dependents after 90 days of employment
Back-up Child/Elder Care and access to a caregiving concierge
Family Forming Benefits – Available to Employees, and their spouse or domestic partner, covered under one of Align’s health plans
Breast Milk Delivery and Lactation Support Services
Employee Assistance Program
Hinge Health Virtual Physical Therapy – Available to all employees and eligible dependents (age 18+) enrolled in an Align medical Plan

Employee benefits. Align offers its employees:

Short-term and long-term disability insurance in accordance with those plans.
Basic Life Insurance and Accidental Death and Dismemberment. Voluntary Supplemental Life Insurance for Employee, Spouse/Domestic Partner, and Child(ren) are available for purchase in accordance with those plans.
Flexible Spending Accounts– Employees may be eligible to participate in a health care account (including a limited health FSA if enrolled in a HDHP), dependent care account, and a pre-tax commuter benefit plan.
401k plan (with a discretionary Company match of 50% up to 6% of eligible earnings up to a maximum match of 3%.). Employer match vests after two years – 25% year one and 100% at year two. Align offers traditional, Roth, and after-tax options.
Employee Stock Purchase Program (Employees must work 20 hours or more and be employed on purchase date to be eligible).
Paid vacation of up to 17 days during the first full year of employment (currently accrued at the rate of 5.24 hours each pay-period), which carries over to a maximum cap of 30 days. Annual paid vacation time accrual increases based on tenure. Both exempt and non-exempt employees who work 32 hours or more per week receive prorated vacation accrual based on their regularly scheduled work hours and tenure.
Sick time is accrued throughout the year at the rate of one hour for every thirty worked. Employees can carry over unused sick leave each year, up to a maximum balance of 80 hours.
11 Company-designated paid holidays throughout the year.
If employed for at least 12 consecutive months, Align will grant up to 6 weeks of paid Parental Leave. If employed for less than 12 consecutive months, Align will grant up to 4 weeks of paid Parental Leave. All parental leave must be completed within one year of the birth or placement of the child. Parental leave is in addition to any state and/or local parental leave benefits. Three days of paid bereavement leave. In some cases, due to travel the amount of paid leave may be extended to 5 paid days off. To the extent applicable state or local law offers more generous benefits, Align complies with any such law.
Non-exempt employees will receive full pay for up to 10 days of jury duty. Exempt employees will receive their full salary during any week they serve and perform any work. Other insurance such as legal, critical illness, voluntary accident, long-term care, auto, home and pet insurance are available for purchase.

To the extent applicable state or local law offers more generous benefits, Align complies with any such law.

About Align Technology

Your growth and well-being:

At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:

Health and well-being programs to keep you thriving in both body and mind.
Employee-exclusive discounts on Invisalign products.
Learning opportunities through online learning resources and support for your individual development plans.
Inclusive, global workplace that fosters collaboration, recognition and belonging.

Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align:

We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.

Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.

We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.

As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.

Eager to learn how we embrace our global differences and nurture employee well-being?
Explore Align's culture here!

Want to discover more about exocad and Cubicure? Click on their names for additional information.

Applicant Privacy Policy:

Review our Applicant Privacy Policy for additional information.

Equal Opportunity Statement:

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

Align Technology

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