Customer Operations Manager - NSW (Company Confidential)
Sector
Operations
Type
Permanent
Contact
casey.duggan@onemd-od.com.au
Posted on
18-Dec-2025
Job Description
What's in it for you?
The Company
Our client is a rapidly growing organisation that specialises in a niche area with innovative and game changing technology.
With growth comes change and they’re looking for a values-driven Customer Operations leader to manage a well-established and high performing team.
The Role
Looking to commence in early February 2026, this role leads a team of 8-9. The team is well-established and collaborative with a focus on patient outcomes and high performance. It’s all about ensuring great customer service and may involve anything from data entry (when the team is behind) to performance reviews to managing issue escalations.
Typically, your day-to-day will involve:
If you’re looking for a fantastic new challenge for 2026 and want to join a growing company with a great culture, get in touch!
- Lead a dynamic team of Customer Operations Associates and Specialists in a growing business
- Be part of a dynamic and expanding organisation that values growth and collaboration
- Work across multiple stakeholder groups locally and internationally
The Company
Our client is a rapidly growing organisation that specialises in a niche area with innovative and game changing technology.
With growth comes change and they’re looking for a values-driven Customer Operations leader to manage a well-established and high performing team.
The Role
Looking to commence in early February 2026, this role leads a team of 8-9. The team is well-established and collaborative with a focus on patient outcomes and high performance. It’s all about ensuring great customer service and may involve anything from data entry (when the team is behind) to performance reviews to managing issue escalations.
Typically, your day-to-day will involve:
- Manage, mentor and coach a team of Customer Operations Associates and Specialists
- Oversee the processing of B2B orders, managing reorder issues and stock levels with wholesalers
- Manage the process of setting up customers, HCPs and Accounts in the company CRM
- Answer phone enquiries and escalations, resolving customer issues in a timely and empathetic manner
- Identify, develop and implement process enhancements and drive a culture of continuous improvement
- Update and maintain records in the company CRM
- Liaise with other internal stakeholders such as Sales and Senior Management
- Report on key performance metrics for the Customer Operations team
- You have a comprehensive background in Customer Service / Call Centre management with experience in the Medical Device industry and knowledge of medical device reimbursement
- You have previously led teams and foster an environment of teamwork and collaboration
- You’re calm under pressure and can diffuse and resolve customer complaints / issues
- You’re flexible and able to juggle multiple priorities and switch tasks based on the business needs
- You’re a great communicator and can establish rapport with internal and external stakeholders both locally and internationally
- Ideally you have experience with Salesforce and SAP
If you’re looking for a fantastic new challenge for 2026 and want to join a growing company with a great culture, get in touch!
