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About the Role

Lead the Customer Service function across ANZ, driving operational excellence, leading a high-performing team, and ensuring a seamless customer experience across order management, enquiries, and service delivery. Partner closely with Commercial, Supply Chain, and Finance teams to deliver strong service outcomes and support business growth. This is a highly visible leadership role with the opportunity to shape customer service strategy, drive continuous improvement, and build capability within the team.

Responsibilities

Lead and develop the Customer Service team supporting the business across ANZ
Drive service performance across key metrics including OTIF, Fill Rate, Backorders, Returns, and Complaints
Oversee order management, customer enquiries, and invoicing processes to ensure high-quality service delivery
Partner closely with Commercial and Supply Chain teams to optimise end-to-end customer experience
Monitor performance metrics and implement improvement initiatives to enhance service outcomes
Build strong cross-functional relationships to support business priorities and customer needs
Manage Customer Service budget and support delivery of financial targets
Drive operational excellence through process optimisation and continuous improvement initiatives
Ensure effective workforce planning, training, and capability development within the team
Maintain compliance with internal processes, quality standards, and regulatory requirements

Requirements

Proven leadership experience within Customer Service, Supply Chain, or Operations
Strong experience working in a complex, matrix environment (MedTech or Healthcare preferred)
Demonstrated ability to lead and develop high-performing teams
Strong understanding of customer service operations, metrics, and continuous improvement
Excellent stakeholder management and influencing skills
Commercial acumen with experience managing budgets and driving performance outcomes
Experience with ERP/CRM systems (e.g. SAP, Salesforce)
All applicants must have the rights to work in Australia.

Skills

Analytical Reasoning
Benchmarking
Consulting
Demand Forecasting
Distribution Management
Distribution Resource Planning (DRP)
Financial Competence
Lean Supply Chain Management
Operational Excellence
Order Management
Organizing
Process Improvements
Procurement Policies
Quality Assurance (QA)
Standard Operating Procedure (SOP)
Strategic Supply Chain Management
Supply Chain
Technical Credibility

Location

North Ryde, New South Wales, Australia

Work Type

Full-time

Experience Level

Leadership

Education Level

Tertiary qualifications in Business, Supply Chain, or a related field preferred

Salary/Compensations

Competitive remuneration package

Benefits

Up to 18 weeks of parental leave
4 days of volunteer leave
Option to purchase up to 2 weeks of additional annual leave
Dedicated Wellbeing Day
Global Wellness Reimbursement of $780 per year
Employee Assistance Program
Enhanced leave provisions for compassionate (caregiver) leave, providing up to 30 days of additional support
Life insurance coverage

About the Company

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/.
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalised treatments.
Inclusive work environment where each person is considered as an individual.
Respect the diversity and dignity of our employees and recognize their merit.

Equal Opportunity

Equal opportunity employer supporting diversity and inclusion.