Consumer Care Manager, ANZ DTC

Job description

Lead the future of customer care in a digital-first health business. At Resmed, Consumer Care sits at the heart of the customer experience. As Consumer Care Manager, ANZ DTC (Direct to Consumer), you will lead our customer service, inside sales and consumer support teams across Australia and New Zealand, ensuring consumers receive the right support at the right time, through the channel that works best for them. This is a rare opportunity to combine operational leadership, commercial impact and transformation delivery in a business that is actively evolving how it engages with customers. You will help shape the future of Consumer Care by bringing frontline insight into strategic decisions while leading the successful adoption of new technologies, AI-enabled tools, automation and new ways of working. If you thrive on improving experiences, developing people and delivering results through change, this role offers the chance to make a meaningful impact. What You'll Do Lead Consumer Care performance across customer service, inside sales and consumer support channels, delivering strong customer, commercial and operational outcomes. Drive service quality, productivity, conversion and retention outcomes by establishing clear performance measures, operating rhythms and accountability across the function. Use customer feedback, operational data and frontline insights to identify improvement opportunities and take action to enhance customer experiences and business performance. Oversee workforce planning, forecasting, budgeting, governance and operational risk management to ensure sustainable and effective operations. Contribute practical customer and operational insight into Consumer Care strategy and future operating model discussions. Translate strategic priorities into clear implementation plans and lead successful delivery within the Consumer Care function. Partner with Customer Experience, Digital, Data and Technology teams to implement more connected, digitally enabled customer engagement models. Help shape where interactions are best supported by automation, digital tools or human expertise to improve outcomes for consumers and the business. Drive consistent omni-channel experiences across phone, email, chat, messaging, self-service, digital and retail touchpoints. Lead, coach and develop leaders across multiple locations, building a high-performing, accountable and customer-focused team. Set clear expectations, build leadership capability and maintain accountability through periods of change. Prepare leaders and teams for changing role expectations as AI, automation and digital engagement continue to evolve. Guide teams through technology, process and workforce changes while maintaining strong engagement and operational performance. Represent Consumer Care in customer journey, technology and transformation initiatives, ensuring frontline perspectives are reflected in decision making. What You Bring Significant leadership experience within consumer care, customer service, contact centre, inside sales or customer engagement environments. Experience leading large-scale omni-channel customer engagement operations across multiple locations or markets. Demonstrated success contributing to business transformation initiatives and leading operational implementation and adoption. Strong understanding of modern contact centre technologies, digital engagement platforms, automation and AI-enabled tools. Experience leading technology-enabled change while maintaining customer, service and commercial performance. Strong commercial acumen with experience managing customer, operational and business performance metrics. Proven ability to influence senior stakeholders and deliver outcomes within a matrixed environment. Strong communication skills with the ability to translate complex challenges into practical actions. Bachelor's degree in Business, Commerce, Technology, Marketing or a related discipline, or equivalent experience. Nice to Have Experience within healthcare, medical devices, consumer health, retail or another regulated industry. Exposure to customer experience, digital transformation or workforce transformation programs. Experience supporting digitally enabled customer engagement models across multiple channels. What Sets You Apart Customer-Centred Thinking — You naturally connect operational decisions to customer outcomes and experiences. Change Leadership — You bring people with you through uncertainty and help teams adapt with confidence. Commercial Curiosity — You understand that strong customer outcomes and business performance go hand in hand. Practical Problem Solving — You balance strategic intent with operational realities and focus on what will make the biggest difference. Collaborative Influence — You build trusted relationships across teams and achieve outcomes through partnership rather than authority. Growth Mindset — You embrace new technology, challenge existing ways of working and continually look for better solutions. Why Join Resmed At Resmed, our mission is to help people sleep, breathe and live healthier lives. Every interaction with a consumer is an opportunity to improve someone's experience and support them on their health journey. In this role, you will have the opportunity to lead a function that directly influences customer experience, commercial outcomes and operational excellence across Australia and New Zealand. You will work with experienced leaders across Customer Experience, Digital, Data and Technology to help shape the future of consumer engagement while developing your own leadership capability in a business that continues to invest in innovation, technology and growth. In return, you'll have access to a range of benefits that support your wellbeing, career development and financial future: Flexible and hybrid working options. Employee Stock Purchase Plan with discounted share purchase opportunities. Competitive salary, superannuation and incentive programs. Generous leave benefits, including paid parental and volunteer leave. Health and wellbeing support, including EAP and wellness initiatives. Life, income protection and insurance benefits. Learning and development support to help you grow your career. Employee discounts on Resmed products and partner offerings. Join a purpose-driven organisation where your work matters, your ideas are valued and your leadership can help create better experiences for customers every day. Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.