Global Product Manager
2 days ago
Department: Marketing
Employment Type: Full Time
Location: US-North Carolina-Raleigh
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
- 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
- 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
- Mentor Product Managers and contribute to product best practices
- Support continuous improvement of product processes and tools
- 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
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
- 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.
-
Hybrid Cloud Global Product Management
2 days ago
Morrisville, NC, United States Lenovo Full timeGeneral InformationReq #WD00085517Career area:ServicesCountry/Region:United States of AmericaState:North CarolinaCity:MorrisvilleDate:Tuesday, July 29, 2025Working time:Full-timeAdditional Locations: * United States of America - North Carolina - MorrisvilleWhy Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo...
-
Hybrid Cloud Global Product Management
1 week ago
Morrisville, NC, United States Lenovo Full timeGeneral InformationReq #WD00085517Career area:ServicesCountry/Region:United States of AmericaState:North CarolinaCity:MorrisvilleDate:Tuesday, July 29, 2025Working time:Full-timeAdditional Locations: * United States of America - North Carolina - MorrisvilleWhy Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo...
-
Product Manager
2 days ago
Morrisville, NC, United States Lenovo Full timeDescription and Requirements About Lenovo: Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that create a more inclusive, trustworthy and sustainable digital society. By designing, engineering and building the world's most complete portfolio of smart devices and infrastructure, we are also leading...
-
Lenovo Creator Global Community Manager
5 days ago
Morrisville, NC, United States Lenovo Full timeGeneral InformationReq #WD00091984Career area:SalesCountry/Region:United States of AmericaState:North CarolinaCity:MorrisvilleDate:Wednesday, December 10, 2025Working time:Full-timeAdditional Locations: * United States of America - North Carolina - MorrisvilleWhy Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers. ...
-
Lenovo Creator Global Community Manager
1 week ago
Morrisville, NC, United States Lenovo Full timeGeneral InformationReq #WD00091984Career area:SalesCountry/Region:United States of AmericaState:North CarolinaCity:MorrisvilleDate:Wednesday, December 10, 2025Working time:Full-timeAdditional Locations: * United States of America - North Carolina - MorrisvilleWhy Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers. ...
-
Product Manager
2 days ago
Morrisville, NC, United States Lenovo Full timeGeneral InformationReq #WD00087981Career area:Product ManagementCountry/Region:United States of AmericaState:North CarolinaCity:MorrisvilleDate:Monday, September 15, 2025Working time:Full-timeAdditional Locations: * United States of America - North Carolina - MorrisvilleWhy Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our...
-
Product Manager
1 day ago
Morrisville, NC, United States Lenovo Full timeGeneral InformationReq #WD00087981Career area:Product ManagementCountry/Region:United States of AmericaState:North CarolinaCity:MorrisvilleDate:Monday, September 15, 2025Working time:Full-timeAdditional Locations: * United States of America - North Carolina - MorrisvilleWhy Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our...
-
Product Manager
1 day ago
Morrisville, NC, United States Lenovo Full timeGeneral InformationReq #WD00087981Career area:Product ManagementCountry/Region:United States of AmericaState:North CarolinaCity:MorrisvilleDate:Monday, September 15, 2025Working time:Full-timeAdditional Locations: * United States of America - North Carolina - MorrisvilleWhy Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our...
-
Principal Product Manager
2 days ago
Morrisville, NC, United States Syneos Health Careers Full timeDescription Principal Product Manager Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities. Our Clinical Development model brings the customer and the patient to the...
-
Principal Product Manager
13 hours ago
Morrisville, NC, United States Syneos Health Careers Full timeDescription Principal Product Manager Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities. Our Clinical Development model brings the customer and the patient to the...
