National Service Operations Manager

Job description

In Australia, Henry Schein is the leading supplier of dental solutions. Our Team Schein Members deliver the solutions that health care professionals rely on to improve the performance of their practice so they can improve the lives of patients. Lead Performance. Drive Change. Elevate the Customer Experience. Are you an experienced Service Operations leader who thrives on building high-performing teams, driving operational excellence, and delivering exceptional customer outcomes? We are seeking a strategic and customer centric National Service Operations Manager to lead our Install, Repair & Fix Service Operations across Australia. Reporting to the Head of Equipment and Service, you will play a critical role in shaping the future of our service function by developing people, optimising processes, implementing transformative projects, and creating an outstanding experience for both customers and technicians. This is a unique opportunity to join a market-leading organisation and influence the performance, culture, and continuous improvement of a national field service operation. About the Role As the National Service Operations Manager, you will lead a team of Service Team Leaders driving consistency, capability, and operational excellence across the service department. We are open to considering candidates who are located in either Sydney, Brisbane or Melbourne. You will be responsible for: Leading and developing a high-performing, customer-focused service organisation Coaching and mentoring frontline leaders to maximise team capability and engagement Driving operational efficiency and continuous improvement initiatives Enhancing customer satisfaction and service performance through data driven decision making Implementing strategic projects, systems, and service management processes Building effective workforce planning, capability frameworks, and training programs Using service metrics, dashboards, and customer insights to improve performance Creating a culture of accountability, collaboration, and continuous learning Supporting the delivery of strategic business objectives while ensuring exceptional customer outcomes About You: You are a proven service operations leader with a passion for people, customers, and process improvement. You understand how to drive performance through others, build strong cultures, and navigate the complexity of a large field-based service environment. You'll bring: 5-10+ years' experience leading service operations teams within a corporate environment Experience managing field-based technical service teams through Team Leaders A strong track record of building, developing, and retaining high-performing teams Proven experience delivering operational improvements and leading business-critical projects Exceptional stakeholder management and customer relationship skills A customer-first mindset with a focus on service excellence and customer satisfaction Strong commercial acumen and experience using service metrics and dashboards to drive results The ability to influence, lead change, and engage diverse stakeholder groups A strategic approach to problem-solving and continuous improvement Confidence navigating grey areas, bringing clarity, direction, and practical solutions to complex situations Essential Skills & Experience: Proven people leadership and coaching experience Technical service leadership experience within a field-based environment Project management experience Customer relationship management experience Strong analytical and problem-solving capabilities Advanced systems capability, including ERP, CRM, BI tools and reporting platforms Excellent communication, presentation and stakeholder management skills Valid Driver's Licence Ability to travel interstate Why Join Us? Industry-leading organisation with a strong reputation, clear purpose, and values-driven culture Opportunity to lead meaningful transformation and shape the future of service operations Make a genuine difference to customer outcomes and team success every day Join a collaborative and supportive leadership team committed to continuous improvement Career development opportunities within a growing national business Comprehensive employee benefits program which offers birthday leave, 13 weeks paid parental leave*, discounts on retail and dental products and services, flu shots, salary packaging options and more. If you're a strategic people leader who is passionate about customer excellence, operational performance, and developing high performing teams, we'd love to hear from you. To express your interest, apply by attaching a cover letter and your CV. We look forward to speaking with you ! Candidate based in QLD and VIC will also be considered.