Hybrid-Ready Consumer Care Leader, ANZ DTC

Worklane GmbH; Sydney; On-site; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Flexible & hybrid working

Employee Stock Purchase Plan

Competitive salary & superannuation

Generous leave benefits

Health & wellbeing support

Life & income protection

Learning & development

Employee discounts

Job summary

Resmed is seeking a Consumer Care Manager for ANZ DTC to lead customer service, inside sales and consumer support across Australia and New Zealand. You will shape the future of consumer care by guiding frontline teams, adopting AI-enabled tools, automation and new ways of working to deliver exceptional customer experiences and business results.

You will partner with Experience, Digital, Data and Technology teams to implement connected engagement models, manage workforce planning, performance,

Qualifications

• Senior leadership experience in consumer care, customer service or contact centre.
• Experience leading omni-channel operations across multiple locations/markets.
• Proven success in business transformation and change implementation.
• Strong understanding of modern contact centre technologies and digital engagement.

Responsibilities

• Lead consumer care performance across channels, delivering customer and commercial outcomes.
• Drive service quality, productivity, conversion and retention with clear metrics and governance.
• Use data and frontline insights to identify improvement opportunities and act to enhance experiences and performance.
• Oversee workforce planning, budgeting and risk management for sustainable operations.
• Contribute to Consumer Care strategy and future operating model discussions.
• Translate priorities into actionable plans and deliver with cross-functional teams.
• Collaborate with Experience, Digital, Data and Technology to enable connected engagement models.
• Guide automation and digital tools vs. human interventions for better outcomes.
• Lead and develop leaders across locations to build a high-performing team.
• Prepare teams for evolving roles as AI and automation transform operations.

Skills

Leadership

Omni-channel

Transformation

CC tech

AI tools

Change management

Commercial acumen

Stakeholder influence

Communication

Bachelor degree

Education

Bachelor's degree in Business/Commerce/Technology or related

Tools

CRM systems

AI-enabled tools

Automation platforms

Job description

Resmed is seeking a Consumer Care Manager for ANZ DTC to lead customer service, inside sales and consumer support across Australia and New Zealand. You will shape the future of consumer care by guiding frontline teams, adopting AI-enabled tools, automation and new ways of working to deliver exceptional customer experiences and business results.

You will partner with Experience, Digital, Data and Technology teams to implement connected engagement models, manage workforce planning, performance,