Global Product Manager

DescriptionWe 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 , NCRole expectationsProduct Ownership & ExecutionOwn the end-to-end service product roadmap focused on call deflection, digital self-service, and automationDefine product strategy aligned to measurable outcomes such as call volume reduction, handle time improvement, and CSATTranslate service operational needs into scalable platform capabilitiesOwn product roadmaps and backlogs aligned to strategic prioritiesLead discovery, definition, and delivery of product initiatives from concept through launchAnalyze inbound call drivers and identify opportunities for process redesign, automation, and digital resolutionLead initiatives to eliminate repeat calls through better workflows, knowledge surfacing, and proactive communicationsPartner with Operations to standardize and optimize service processes globally Customer & Data-Driven Decision MakingLeverage customer insights, analytics, and market data to inform product decisionsDefine and track success metrics to measure customer and business impactContinuously iterate products based on feedback and performanceOperational ExcellenceMaintain strong execution discipline across planning, prioritization, and deliveryIdentify risks early and proactively drive mitigation plansEnsure launches are well-coordinated, high quality, and outcome-focusedTeam & Process ContributionMentor Product Managers and contribute to product best practicesSupport continuous improvement of product processes and toolsWhat we're looking for8–10 years of Product Management experience, with significant focus on Service, Support, or Operations platformsProven experience driving call reduction and service efficiency initiativesHands-on experience with Salesforce Service Cloud (cases, flows, omni-channel, knowledge)Strong understanding of customer support operations and contact center metricsExperience launching or scaling chatbots, AI agents, or self-service solutionsAbility to translate operational pain points into clear product requirementsStrong analytical and data-driven decision-making skillsPay TransparencyIf 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 BenefitsWe 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 employmentBack-up Child/Elder Care and access to a caregiving conciergeFamily Forming Benefits – Available to Employees, and their spouse or domestic partner, covered under one of Align’s health plansBreast Milk Delivery and Lactation Support ServicesEmployee Assistance ProgramHinge Health Virtual Physical Therapy – Available to all employees and eligible dependents (age 18 ) enrolled in an Align medical PlanEmployee 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.

Salary : $159,500 - $239,300