An established Australian healthcare organisation is seeking an experienced Customer Operations Manager to lead and transform a critical customer-facing operations function supporting hospitals, surgeons and healthcare professionals.

Reporting to the General Manager of Operations, this is a senior operational leadership role with end-to-end accountability for the customer journey – from order intake and clinical bookings through to fulfilment, inventory control and ongoing client relationship management.

Leading teams across Clinical Bookings, Customer Care and Inventory Control , you will be responsible for bringing greater structure, consistency and accountability to a complex operational environment where reliability and service delivery are critical.

The Role

This is much more than a traditional customer service management position. The role combines customer operations leadership, order-to-fulfilment ownership, process improvement, systems optimisation and stakeholder management within a regulated healthcare environment.

Key responsibilities will include

- Leading, developing and building capability across a multidisciplinary Customer Operations team
- Taking ownership of the complete order lifecycle from intake through to fulfilment, dispatch and exception management
- Standardising fragmented order intake channels and establishing clear, consistent workflows
- Identifying and eliminating manual, duplicated and error-prone processes
- Driving ERP optimisation and improving system utilisation across the order-to-close lifecycle
- Overseeing clinical bookings to ensure surgical cases are accurately captured, scheduled and supplied
- Establishing consistent customer communication protocols, service levels and escalation pathways
- Partnering closely with Supply Chain to align customer demand, inventory availability and fulfilment capability
- Strengthening inventory allocation, stock accuracy and consignment management




- Building operational dashboards and KPI frameworks across order accuracy, service levels, escalations and performance
- Managing relationships with key hospitals, surgeons and healthcare stakeholders
- Leading operational transformation while maintaining continuity of service in a compliance-sensitive environment

About You

You will be an experienced customer operations or operational leader who is comfortable stepping into a complex environment, identifying what needs to change and bringing people, processes and systems together to deliver measurable improvement.

Ideally, you will bring:

- 5–7+ years’ experience across customer operations, supply chain, order fulfilment or operational leadership
- At least 3 years’ experience leading multidisciplinary teams
- Demonstrated ownership of complex end-to-end order-to-delivery operations
- Experience leading process redesign, organisational change or operational transformation

• Strong ERP experience, ideally NetSuite or a comparable platform

- A track record of reducing manual processes and implementing scalable workflows
- Experience developing operational reporting, dashboards and KPIs
- Strong customer and stakeholder management capability, particularly in high-service environments

• Experience within a regulated healthcare, medical device, pharmaceutical, biotechnology or similarly compliance-driven environment

- A relevant tertiary qualification or equivalent industry experience The Opportunity

This role offers the opportunity to take ownership of a business-critical function and lead a genuine operational transformation.

You’ll have the mandate to stabilise the function, improve the customer experience, strengthen operational controls and build a scalable operating model capable of supporting future growth.

For an operations leader who enjoys turning complex and fragmented environments into structured, reliable and high-performing functions, this is an chance to make a significant impact.

Apply via LinkedIn or get in touch for a confidential discussion.

📌 Customer Operations Manager (Sydney)
🏢 Lead Group
📍 Sydney