Consumer Care Manager, ANZ DTC

About the role

Lead the future of customer care for a digital‑first health business across Australia and New Zealand. You will oversee customer service, inside sales and consumer support, ensuring the right support reaches consumers through the most effective channels.

Key responsibilities

• Drive performance across service, sales and support channels, delivering strong customer, commercial and operational outcomes.
• Establish performance measures, operating rhythms and accountability to improve quality, productivity, conversion and retention.
• Use feedback, data and frontline insights to identify and act on improvement opportunities.
• Oversee workforce planning, forecasting, budgeting, governance and risk management.
• Translate strategic priorities into implementation plans and lead delivery within Consumer Care.
• Partner with CX, Digital, Data and Technology teams to create digitally enabled engagement models.
• Guide automation, digital tools and human expertise decisions to improve outcomes.
• Lead, coach and develop leaders across multiple locations, building a high‑performing, accountable team.

Required profile

• Significant leadership experience in consumer care, contact centre, inside sales or customer engagement.
• Proven success in large‑scale omni‑channel operations across multiple markets.
• Experience delivering business transformation and technology‑enabled change.
• Strong commercial acumen and ability to manage performance metrics.
• Excellent communication and stakeholder influence skills.
• Bachelor’s degree in Business, Commerce, Technology, Marketing or related field, or equivalent experience.

Required skills

• Modern contact‑centre technologies and digital engagement platforms.
• Automation and AI‑enabled tools.
• Ability to lead technology‑enabled change while maintaining service performance.

What we offer

• Flexible and hybrid working options.
• Competitive salary, superannuation and incentive programs.
• Employee Stock Purchase Plan with discounted share purchase opportunities.
• Generous leave benefits, including paid parental and volunteer leave.
• Health and wellbeing support, including EAP and wellness initiatives.
• Life, income protection and insurance benefits.
• Learning and development support.
• Employee discounts on Resmed products and partner offerings.