Align Technology, Inc

Compensation

Full Description

Customer Billing & Process Improvement Manager Department: Finance Employment Type: Full Time Location: US-North Carolina-Raleigh Description Role summary We are seeking a Customer Billing & Process Improvement Manager to join our Americas finance team. This role is critical to ensure accurate billing and delivering exceptional customer experience for our Clear Aligner and iTero product lines. You will be the go-to expert for resolving invoice discrepancies and addressing customer billing concerns, while collaborating on strategic initiatives that enhance operational efficiency. This role is based in Raleigh, NC and will report to the VP of Finance for the Americas. Role expectations • Review and correct invoices to ensure accuracy and compliance with company standards. • Investigate and resolve customer billing complaints promptly and professionally. • Collaborate with regional Finance Managers to align priorities and processes. • Partner with Customer Improvement (CI) and Customer Experience (CX) teams, including involvement in associated transformation projects, to drive continuous improvement. • Maintain accurate documentation of invoice corrections and complaint resolutions for audit and reporting purposes. • Identify recurring issues and execute on process improvements to reduce errors and improve customer satisfaction. • Collaborate with CPCS to drive improved collections from accurate billing and help to drive improvements needed in invoices and statements to eliminate friction in the process. • Understand the drivers of a best-in-class billing processes and provide insight to the non-finance members. • Prepare and interpret key performance dashboards for their respective channel leads, GMs and business leaders to flag billing accuracy and errors, and flag evolution of key trends. • Incorporate and leverage AI to improve customer billing processes. What we're looking for • Bachelor's degree in Finance, Accounting, or relevant continuous improvement or process improvement experience. • 6+ years of relevant Finance experience with minimum 2 years of experience in billing, invoicing, or accounts receivable. • Strong analytical and problem-solving skills with exceptional attention to detail. • Excellent communication skills for engaging with customers and internal teams. • Ability to work collaboratively across regions and time zones. • Familiarity with ERP systems and invoice management tools preferred. • Ability to incorporate AI into solutions. 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.