Job Description
CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.
At CooperSurgical we are currently looking to recruit a Customer Experience Manager - AUS & NZ. You will have the oversight and management of CooperSurgical Customer service teams based in Sydney, with a team of 8 full time employees. You will report directly to the Customer Service manager- APAC. The Candidate should be located in Sydney, and willing to work from both sites in the greater Sydney area.
POSITION
In the role of Customer Experience Manager, you will be responsible for strengthening employee empowerment by closely observing workflows, identifying inefficiencies, and proactively resolving operational challenges. You will maintain clear oversight of daily activities—including collaboration with commercial teams and customers, excel at prioritization of high-impact tasks—ensuring issues are quickly identified and addressed, and understand financial transactions.
You bring a sharp, analytical mindset with the ability to interpret patterns, connect data points, and diagnose root causes across processes, tasks, and broader business objectives. Through active monitoring and continuous improvement, you ensure alignment between day-to-day operations and organizational goals.
As a manager of eight direct reports, you will act as a supportive leader, demonstrating strong listening and observational skills, with a deep interest in understanding individual motivators and team dynamics. You will identify development opportunities, anticipate potential challenges, and support your team in overcoming them effectively.
You will set the daily direction for Customer Service and Operations by refining, streamlining, and troubleshooting processes and procedures to enhance efficiency and service quality.
You are an experienced collaborator with excellent verbal and written communication skills. You tailor your messaging to diverse stakeholders, using active listening, empathy, and professionalism to identify concerns, clarify issues, and drive resolution. You excel at building and maintaining strong relationships across the organization and with customers ensuring clear communication, effective problem-solving, and alignment toward shared goals.
- Drive local activities to ensure the deployment of Customer Experience Strategy
- Customer satisfaction
- Leadership and performance
- Foster and develop a strong team spirit and cross-country collaboration
- Develop the regional teams to the next level
- Secure and maintain strong relations to the Commercial organization that will support the ongoing growth in the region
Relevant degree at master level. Eg. Customer Relationship Management, Service management, Business Administration, or related.
+ 5-7 years of experience from a similar role, preferable medical device
Collaborative team player accustomed to working in a multicultural environment emphasizing customer satisfaction.
Leader capable of creating a collaborative relationship between Commercial, Operations and customer service.
Strong interpersonal skills
Strong problem solving, team building and decision-making skills.
Communication skills
A resourceful collaborator
Fluent English (spoken and written) is mandatory.