Summary
Location
St Leonards
Type
full-time
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About this role
Requistion ID: 82303
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Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Why Join Dentsply Sirona?Great Place to Work® Certified – Inclusive, collaborative, high-trust culture At Dentsply Sirona, you’ll join a global organisation with a strong local presence, where innovation, integrity and inclusion are core to how we work. Equal Employment Opportunity (EEO) Three Reasons to Apply
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Technical Operations and Customer Experience Lead – ANZ
Dentsply Sirona | Senior Leadership Role
We are seeking an experienced Technical Operations and Customer Experience Lead – ANZ to lead and oversee technical service, customer service, software support and sales administration across Australia and New Zealand.
Reporting directly to the General Manager and operating as a member of the ANZ Senior Management Team, this role is critical in ensuring service excellence, operational efficiency and outstanding customer experiences at scale.
About the Role
This senior leadership role is responsible for the end-to-end performance of technical and commercial service operations across ANZ. You will lead a multi-disciplinary team of approximately 60 people (including up to 8 direct reports), drive continuous improvement, manage P&L responsibilities and align operational delivery with broader commercial and growth strategies.
Key Responsibilities
Technical Operations & Service Excellence
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Ensure timely, high-quality delivery of technical, IT, software and customer support services across ANZ
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Optimise workflows to minimise downtime, improve response times and manage escalations effectively
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Implement systems to track, analyse and improve service performance
Customer Experience Leadership
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Drive a customer-centric culture with clear communication and proactive issue resolution
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Achieve continuous improvement across NPS, CSAT, Customer Effort and customer feedback measures
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Partner with commercial teams to capture market insights and customer intelligence
Leadership & Capability Development
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Lead, coach and develop a high-performing technical and customer experience organisation
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Build clear training, competency and career progression pathways
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Implement skills and competency matrices to ensure multi-skilling across the product portfolio
Commercial & Financial Management
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Own P&L and operating budgets for Technical Operations
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Deliver financial targets in line with company budgets
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Identify and implement cost-control and efficiency initiatives
Strategy, Innovation & Growth
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Partner with sales, marketing and commercial leaders to align operations with business strategy
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Identify and adopt new technologies and service models to support scalable growth
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Lead change initiatives and continuous improvement programs
Safety, Quality & Compliance
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Proactively lead WHS initiatives, driving a Zero Harm culture
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Ensure compliance with WHS, legal and ISO requirements
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Develop work instructions, training frameworks and competency matrices
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Actively identify, report and manage safety and process improvement opportunities
About You
You are a strategic and hands-on leader with strong commercial acumen and a proven ability to lead complex service operations.
You will bring:
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Demonstrated experience in a senior technical operations, service or customer experience leadership role
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Proven ability to lead leaders, set strategic direction and drive performance
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Strong change management capability and a track record of continuous improvement
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Technical knowledge of dental products or similar regulated, technical industries (highly regarded)
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Relevant Trade, Business or Management qualifications
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Working knowledge of ERP systems, including Microsoft AX (or similar)
Key Skills & Competencies
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Exceptional communication and stakeholder management skills
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Strong business and financial acumen
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Customer-first mindset with a passion for service excellence
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High level of judgement, professionalism and discretion
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Ability to balance competing priorities and operate independently
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Collaborative leadership style combined with a strong results-driven approach
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Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities. We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand. We look forward to receiving your application. For more information about Dentsply Sirona, please go to www.dentsplysirona.com Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions. |
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Other facts
About Dentsply Sirona, Inc
A Global Total Solutions Provider
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, empowering dental professionals to provide better, safer and faster dental care. Our products and solutions include leading positions and platforms across consumables, equipment, technology, and specialty products. Dentsply Sirona is one global team that brings out the best in our people, lives and breathes high performance and personal accountability, acts with uncompromising integrity, improves the practice of dentistry with an unrelenting commitment to our customers and demonstrates a passion for innovation that shapes the dental industry.
As The Dental Solutions Company™ Dentsply Sirona’s comprehensive solutions offering includes leading product brands across consumables, equipment, technology and specialty products. With the broadest clinical education platform and an unparalleled commitment to R&D in dentistry, our mission and vision guide us to continuously aim higher, support our customers and advance patient care around the world.
Dentsply Sirona’s Global Headquarters is located in Charlotte, North Carolina. Our shares are listed in the United States on NASDAQ under the symbol XRAY. We care about your privacy - you can view our Privacy Policy here: http://www.dentsplysirona.com/privacy.
What you'll do
- This senior leadership role is responsible for the end-to-end performance of technical and commercial service operations across Australia and New Zealand, leading a multi-disciplinary team of approximately 60 people. Key duties include ensuring service excellence, optimizing workflows, managing P&L responsibilities, and driving continuous improvement across technical, IT, software, and customer support services.
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