Consumer Care Manager, ANZ DTC
Core
Lead customer service, inside sales, and consumer support teams across Australia and New Zealand to drive operational performance and customer experience in a digital-first health business.
Role type
Senior operational leader (Consumer Care Manager)
Builds
Customer engagement operations and support functions
Domain
Healthcare / Medical Devices / Consumer Health
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
omni-channel operations leadership, workforce planning, budgeting, operational risk management, business transformation, stakeholder influence, commercial acumen, change management, team coaching, digital engagement strategy
Preferred skills
healthcare industry experience, digital transformation program experience, AI and automation adoption experience
Technologies
digital engagement platforms, automation tools, AI-enabled tools
Responsibilities
Lead performance across customer service, inside sales, and consumer support channels; establish performance measures and operating rhythms; use data and feedback to enhance customer experiences; oversee workforce planning, forecasting, and budgeting; contribute to Consumer Care strategy and operating model discussions; translate strategic priorities into implementation plans; partner with Digital, Data, and Technology teams; drive consistent omni-channel experiences; lead and develop leaders across multiple locations; guide teams through technology and process changes.
Seniority
Senior, hands-on IC with leadership mandate