Business Process Engineer: Elevate Customer Success

Align Technology, Inc.; Polska; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Annual bonus

Luxmed private medical care

Multisport card

Private life insurance

Social fund

Meal subsidies

Discounts on company products

Job summary

Align Technology, Inc. is seeking a Business Process Engineer for the EMEA-Poland site.

The role designs, measures and improves digital-first processes across Customer Success and Operational Excellence, connecting operations with data, automation and technology to boost service quality, productivity and customer and employee experience. Key priorities include standard times for calls and tickets, end-to-end service workflows and opportunities for automation.

Qualifications

• Bachelor’s or Master’s in Industrial Engineering, Business Process Management, Operations Management, Business Analytics or related field.
• 2–4 years of experience in business process engineering, process improvement or operational excellence.
• Experience with software validation, UAT handling.
• Familiarity with medical devices/pharma or FDA-regulated processes is a plus.

Responsibilities

• Map current and future processes with agents, managers and SMEs; document activities, handoffs and system interactions.
• Identify root causes of delays, rework and manual effort using operational data and stakeholder feedback.
• Develop SOPs and work instructions with process owners; align regional standards.
• Design time studies and establish standard times for calls, tickets and offline activities.
• Distinguish active handling time from others; document methods and data limitations.
• Collaborate with Workforce Management and BI to translate measurements into workload and productivity inputs.
• Validate measurement methods with Operations before rollout.
• Maintain a prioritized improvement backlog with leadership and process owners.
• Redesign end-to-end processes including handoffs between Customer Success and others.
• Identify opportunities for automation, AI-enabled workflows and digital self-service.
• Map journeys across voice, chat, email and self-service; define data and ownership movements.
• Coordinate pilots and UAT with Product, technical teams and Operations.
• Build adoption into discovery, design, testing and rollout; coordinate training and communications.

Skills

Analytical skills

Process mapping

Lean thinking

Stakeholder communication

Data analysis

Education

Bachelor’s or Master’s in Industrial Engineering or related

Tools

Salesforce

CRM

Omnichannel

Job description

Align Technology, Inc. is seeking a Business Process Engineer for the EMEA-Poland site.

The role designs, measures and improves digital-first processes across Customer Success and Operational Excellence, connecting operations with data, automation and technology to boost service quality, productivity and customer and employee experience. Key priorities include standard times for calls and tickets, end-to-end service workflows and opportunities for automation.