Consumer Care Manager, ANZ DTC

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.
 

• →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.

• 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.

• 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.

• 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.