Business Process Engineer

The Business Process Engineer designs, measures and improves digital-first business processes across EMEA Customer Success and its Operational Excellence functions. The role connects operational needs with data, automation and technology to improve service quality, productivity and customer and employee experience. Successful delivery includes sustained adoption and measurable value from the solutions introduced.

Working with process owners and operational teams, the role builds on effective practices and evaluates digital options when designing workflows. Initial priorities include standard times for calls, tickets and offline activities, alongside end-to-end service processes. The scope covers Customer Success and supporting functions, including digital self-service and assisted channels

Key Responsibilities

• · Map current and future processes with agents, managers and subject matter experts. Document activities, handoffs, ownership, system interactions and exceptions, including dependencies across markets and functions.

• · Identify root causes of delays, rework, inconsistent practices and unnecessary manual effort. Use operational evidence and stakeholder feedback to define problems and assess their impact.

• · Develop practical standard operating procedures and work instructions with process owners. Align common regional standards while documenting justified local variations and maintaining version control.

• · Design and conduct time studies and work sampling. Establish and validate standard times for calls, ticket handling, after-contact work and offline activities, accounting for case complexity, workload mix and process variation.

• · Distinguish active handling time from elapsed resolution time, waiting and transfer time. Document sampling methods, assumptions, data limitations and confidence in the findings; review standards when processes change.

• · Partner with Workforce Management and Business Intelligence to translate validated measurements into reliable workload, capacity and productivity inputs. Identify missing system events or data needed to improve measurement.

• · Validate measurement methods with Operations before operational use, ensuring that productivity assumptions reflect service quality requirements and the actual work performed.

• · Maintain a prioritized improvement backlog with OPEX leadership and process owners, considering business value, effort, dependencies and readiness. Build on existing request, project and delivery workflows.

• · Redesign selected end-to-end processes, including ticket transfers and escalations between Customer Success and supporting functions. Agree responsibilities, handoff requirements and exception handling with the relevant owners.

• · Identify and assess opportunities for workflow automation, AI-assisted work and digital self-service. Simplify processes and assess data readiness, exceptions, customer needs and expected value. Translate these into business requirements and acceptance criteria for Salesforce, CRM, CMS and Omnichannel teams.

• · Map and improve journeys across voice, chat, messaging, email and self-service, including chatbot-to-agent handoffs. Define how context, ownership and information move between channels to reduce repeated effort and support consistent service.

• · Coordinate pilots and user acceptance testing for process and digital changes with Product, technical teams and Operations. Validate usability, business outcomes, exception handling and human support paths before recommending adoption, adjustment or rollout.

• · Build adoption into discovery, design, testing and rollout. Involve users early, assess changes to daily work and agree readiness criteria with Operations. Coordinate training, knowledge updates, communication and post-launch support; use feedback to remove barriers and sustain use.

Skills, Knowledge & Expertise

ACADEMIC BACKGROUND

· Bachelor’s or Master’s degree in Industrial Engineering, Business Process Management, Operations Management, Business Analytics or a related discipline, or equivalent relevant professional experience.

REQUIRED EXPERIENCE

· 2-4 years of experience in business process engineering, process improvement or operational excellence, including hands-on work in customer service, contact centres, shared services or comparable service operations.. · Experience in software validation, UAT handling. Desired experience from medical devices, pharmaceutical or any other FDA regulated manufacturing processes.

LANGUAGES

· Local language skills on C1-level or higher

· English language skill on at least B2-level

SKILLS /COMPETENCIES

· Strong analytical skills, including Excel, basic statistical analysis and the ability to assess data quality, sampling limitations and process variation. · Ability to create clear process maps and documentation using BPMN (Business Process Model and Notation), swimlanes or equivalent methods, and apply Lean and structured problem-solving techniques in service environments. · Understanding of CRM, Omnichannel journeys, self-service and automation use cases, including handoffs between digital tools and agents. Ability to define process requirements and work with technical specialists on feasibility, data needs and exceptions. · Clear communication and facilitation skills, with the ability to challenge assumptions constructively, explain findings and influence stakeholders without direct authority. · Digital-first mindset with practical prioritization and follow-through. Ability to assess technology against user needs, address adoption barriers and balance regional consistency with local constraints.

SPECIFIC CERTIFICATIONS/SPECIALTIES/COURSEWORK

· N/A

SUPERVISORY RESPONSIBILITIES

· N/A

WORK ENVIRONMENT DEMANDS

· Ability to work with computer screen more than 4 hours per day.

· Open minded, stress resistant person.

· The majority of the employee’s job duties are performed indoors in an office setting (office work according to Align’s policy).

· Ability to consistently follow through with projects to completion.

· Extended working hours might be required.

Job Benefits

Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers

We encourage all candidates to review this document before moving forward in the recruitment process.

Additionally, the position is eligible for an annual bonus. The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products