Manager - Customer Service

Stryker; Melbourne; Hybrid; AUD 110,000 - 126,000; Full time

Benefits offered by this job

Professional development

Hybrid work environment

Career progression opportunities

Job summary

A leading medical technology company is seeking a Customer Service Manager to lead a high-performing team in Melbourne. The role involves overseeing team leaders, driving operational improvements, and collaborating cross-functionally. Ideal candidates should have experience in high-volume service sectors and strong leadership capabilities. This position offers a chance to create real impact in healthcare while enjoying a hybrid-friendly culture.

Qualifications

• Experienced in high-volume service environments such as insurance or call centers.
• A strategic thinker with a focus on operational improvement.
• A culture builder known for creating high-performing teams.

Responsibilities

• Lead and coach 3 Team Leaders managing 25+ team members.
• Drive operational improvement and lead change initiatives.
• Collaborate cross-functionally with various departments.
• Manage vendor relationships including offshore support.

Skills

Leadership skills

Process improvement

Strategic thinking

Excellent communication

Change management

Team building

Job description

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We’re hiring a Customer Service Manager to lead a high-performing team delivering critical support to our customers across ANZ. Based in Sydney, Brisbane, or Melbourne, you’ll oversee three Team Leaders and a large frontline team focused on transaction processing—including open orders and related operations.

You’ll bring strategic oversight, fresh thinking, and operational excellence to a fast-paced, high-volume environment. This is a career-defining opportunity for a people-first leader who thrives on process improvement, loves solving problems, and can inspire teams through clarity and purpose.

What You’ll Do

Lead a large-scale team – manage and coach 3 Team Leaders with a combined team of 25+ across core customer transactions.

Drive operational improvement – challenge current processes, streamline service delivery, and lead change initiatives.

Balance strategy and action – guide team direction while jumping in on big issues and supporting day-to-day leadership.

Collaborate cross-functionally – work closely with Sales, PMO, Distribution Centre, Kit Room, and Ops to drive outcomes.

Grow into future leadership – work closely with senior leaders and position yourself for broader leadership opportunities.

Oversee third-party operations – manage vendor relationships, including offshore processing support.

Who You Are

Experienced in high-volume service – background in industries like insurance, finance, or call centers where urgency and accuracy are critical.

A strategic thinker – able to step back and improve how things work across teams and systems.

A culture builder – known for creating engaged, high-performing teams that love what they do.

Change-ready and resilient – comfortable leading transformation, gaining buy-in, and navigating complexity.

An excellent communicator – able to manage stakeholder expectations, lead through influence, and bring people on the journey.

Why join us?

Create real impact – support life-changing surgeries by keeping customer operations running smoothly.

Advance your career – step into a key leadership role with clear pathways for progression.

Lead transformation – improve service, boost efficiency, and shape the future of our customer experience.

Thrive in a purpose-driven team – join a passionate group that values people, performance, and making a difference.

Enjoy flexibility and support – hybrid-friendly culture, professional development, and meaningful benefits from day one.

Sound like you? Apply today and take the next step in your leadership journey.

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Appliances, Electrical, and Electronics Manufacturing, Industrial Machinery Manufacturing, and Medical Equipment Manufacturing

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