ANZ Customer Service Leader — MedTech Ops Excellence

jj; Sydney; On-site; AUD 130,000 - 160,000; Full time

Benefits offered by this job

Parental leave

Volunteer leave

Extra annual leave

Wellbeing day

Wellness reimbursement

Employee assistance

Compassionate leave

Life insurance

Job summary

Johnson & Johnson is seeking a Customer Service Manager to lead the Customer Service function across ANZ and deliver an exceptional customer experience from order management to service delivery. You will partner with Commercial, Supply Chain and Finance to drive outcomes and growth.

In this highly visible role you will shape CS strategy, build capability within the team, and lead continuous improvement initiatives while maintaining strong governance and budgetary control.

Qualifications

• Proven leadership experience within Customer Service, Supply Chain, or Operations.
• Experience in a complex, matrix environment (MedTech or Healthcare preferred).
• Demonstrated ability to lead and develop high-performing teams.
• Strong understanding of customer service operations, metrics and continuous improvement.
• Excellent stakeholder management and influencing skills.
• Commercial acumen with experience managing budgets and driving performance outcomes.
• Experience with ERP/CRM systems such as SAP or Salesforce.
• Tertiary qualifications in Business or Supply Chain.

Responsibilities

• Lead and develop the Customer Service team supporting the business across ANZ.
• Drive service performance across OTIF, Fill Rate, Backorders, Returns and Complaints.
• Oversee order management, customer enquiries, and invoicing processes to ensure high-quality service delivery.
• Partner with Commercial and Supply Chain teams to optimise end-to-end customer experience.
• Monitor performance metrics and implement improvement initiatives to enhance service outcomes.
• Build cross-functional relationships to support business priorities and customer needs.
• Manage Customer Service budget and support delivery of financial targets.
• Drive operational excellence through process optimisation and continuous improvement initiatives.
• Ensure effective workforce planning, training, and capability development within the team.
• Maintain compliance with internal processes, quality standards and regulatory requirements.

Skills

Leadership

Customer service operations

Stakeholder management

Budget management

Process improvement

Analytical thinking

Education

Tertiary qualifications in Business or Supply Chain

Tools

SAP

Salesforce

Job description

Johnson & Johnson is seeking a Customer Service Manager to lead the Customer Service function across ANZ and deliver an exceptional customer experience from order management to service delivery. You will partner with Commercial, Supply Chain and Finance to drive outcomes and growth.

In this highly visible role you will shape CS strategy, build capability within the team, and lead continuous improvement initiatives while maintaining strong governance and budgetary control.