ANZ DTC Consumer Care Leader

ResMed Inc; Australia; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible and hybrid working options

Employee Stock Purchase Plan

Competitive salary, superannuation and

Job summary

Resmed in Australia and New Zealand seeks a Consumer Care Manager, ANZ DTC, to lead customer service, inside sales and consumer support across multiple locations. You will drive performance, implement omni-channel strategies and champion AI-enabled tools to improve outcomes.

You will shape the operating model with frontline insights, manage workforce planning and collaborate across Digital, Data and Technology teams to deliver connected experiences and commercial impact.

Qualifications

• Significant leadership experience in consumer care, customer service, contact centre, or related environments.
• Experience leading omni-channel customer engagement operations across multiple locations.
• Proven track record in business transformation and operational implementation.
• Strong understanding of digital engagement platforms and AI-enabled tools.
• Experience guiding technology-enabled change while maintaining performance.

Responsibilities

• Lead Consumer Care performance across customer service, inside sales and consumer support channels.
• Establish performance measures, rhythms and accountability to drive quality, productivity, conversion and retention.
• Oversee workforce planning, forecasting, budgeting and governance.
• Collaborate with CX, Digital, Data and Technology teams to implement connected engagement models.
• Guide teams through AI and automation adoption while maintaining engagement and outcomes.

Skills

Leadership

Omni-channel experience

Stakeholder management

Communication

Digital tools

Education

Bachelor's degree in Business, Commerce, Technology, Marketing or related discipline

Tools

AI-enabled tools

Job description

Resmed in Australia and New Zealand seeks a Consumer Care Manager, ANZ DTC, to lead customer service, inside sales and consumer support across multiple locations. You will drive performance, implement omni-channel strategies and champion AI-enabled tools to improve outcomes.

You will shape the operating model with frontline insights, manage workforce planning and collaborate across Digital, Data and Technology teams to deliver connected experiences and commercial impact.