About this opportunity
The Supervisor, Patient Conversion will be responsible for leading the Patient Conversion Team designed to convert more Invisalign candidates into treatment assisting the Doctors on effective and strategic Marketing and Social Media initiates.
In this role you will supervise a team of 8+ Patient Conversion team members and foster a strong customer experience culture designed to grow results.
We are looking for an incredible leader that can create the right balance of results and teamwork, while consistently using data to improve Align’s procedures and processes.
In this role, you will
Essential Duties and Responsibilities :
Establishes and maintains a merit-based, dynamic work environment that appeals to top talent in and enables operational objectives
Provides vision, planning & prioritization for team resources delegating and assigning projects, duties, and objectives.
Focuses on building and improving process efficiencies within team
Provides reports on team metrics and results to department leadership and stakeholders
Establishes and maintains relevant controls and feedback systems to monitor the operation of the department.
Partners with recruiting team on the acquisition and retention of people resources to fulfill team mission successfully.
Assists Manager in the selection process
Provide ongoing training, coaching and mentoring for team members
Performs ongoing analysis of Consumer engagement and takes the necessary measures to improve processes
Maintains effective communication with consumers, field sales executives and other sales support team members
Progressively manages and assesses employee competencies and development
Applies basic understanding of internal tools for documentation and reporting requirements; runs standard reports and reviews them regularly
Participates in cross-functional teams and serves as the liaison for Customer Care
Takes ownership of the new hire onboarding and new hire training process
Owns or assists in rep’s 1-on-1 meetings, completed in a reliable and consistent manner
Assists in formation and delivery of all Business Reviews as applicable
In this role, you’ll need
Education and / or Experience :
Preferable graduate (BA / BS) or experience equivalent
5+ years of Customer Success, Sales and / or Management experience
Large team management experience, preferably in health care or technology
Proven ability to learn technical product knowledge in a highly complex industry
Expert in Microsoft Word, Excel, PowerPoint, Outlook, and Salesforce.com
A successful track record of working with managers and executives at high levels in the organization, as well as end-users
Proven track record of problem-solving skills, analytical capabilities, and collaboration skills, business analysis experience (including implementation, tracking, problem resolution and reporting)
Advanced verbal and written English skills;