In Australia, Henry Schein is the leading supplier of dental solutions. Our Team Schein Members deliver the solutions that health care professionals rely on to improve the performance of their practice so they can improve the lives of patients.
Lead Performance. Drive Change. Elevate the Customer Experience.
Are you an experienced Service Operations leader who thrives on building high-performing teams, driving operational excellence, and delivering exceptional customer outcomes?
We are seeking a strategic and customer centric National Service Operations Manager to lead our Install, Repair & Fix Service Operations across Australia. Reporting to the Head of Equipment and Service, you will play a critical role in shaping the future of our service function by developing people, optimising processes, implementing transformative projects, and creating an outstanding experience for both customers and technicians.
This is a unique opportunity to join a market-leading organisation and influence the performance, culture, and continuous improvement of a national field service operation.
About the Role
As the National Service Operations Manager, you will lead a team of Service Team Leaders driving consistency, capability, and operational excellence across the service department.
We are open to considering candidates who are located in either Sydney, Brisbane or Melbourne.
You will be responsible for:
Leading and developing a high-performing, customer-focused service organisation
Coaching and mentoring frontline leaders to maximise team capability and engagement
Driving operational efficiency and continuous improvement initiatives
Enhancing customer satisfaction and service performance through data driven decision making
Implementing strategic projects, systems, and service management processes
Building effective workforce planning, capability frameworks, and training programs
Using service metrics, dashboards, and customer insights to improve performance
Creating a culture of accountability, collaboration, and continuous learning
Supporting the delivery of strategic business objectives while ensuring exceptional customer outcomes
About You:
You are a proven service operations leader with a passion for people, customers, and process improvement. You understand how to drive performance through others, build strong cultures, and navigate the complexity of a large field-based service environment.
You'll bring:
5-10+ years' experience leading service operations teams within a corporate environment
Experience managing field-based technical service teams through Team Leaders
A strong track record of building, developing, and retaining high-performing teams
Proven experience delivering operational improvements and leading business-critical projects
Exceptional stakeholder management and customer relationship skills
A customer-first mindset with a focus on service excellence and customer satisfaction
Strong commercial acumen and experience using service metrics and dashboards to drive results
The ability to influence, lead change, and engage diverse stakeholder groups
A strategic approach to problem-solving and continuous improvement
Confidence navigating grey areas, bringing clarity, direction, and practical solutions to complex situations
Essential Skills & Experience:
Proven people leadership and coaching experience
Technical service leadership experience within a field-based environment
Project management experience
Customer relationship management experience
Strong analytical and problem-solving capabilities
Advanced systems capability, including ERP, CRM, BI tools and reporting platforms
Excellent communication, presentation and stakeholder management skills
Valid Driver's Licence
Ability to travel interstate
Why Join Us?
Industry-leading organisation with a strong reputation, clear purpose, and values-driven culture
Opportunity to lead meaningful transformation and shape the future of service operations
Make a genuine difference to customer outcomes and team success every day
Join a collaborative and supportive leadership team committed to continuous improvement
Career development opportunities within a growing national business
Comprehensive employee benefits program which offers birthday leave, 13 weeks paid parental leave*, discounts on retail and dental products and services, flu shots, salary packaging options and more.
If you're a strategic people leader who is passionate about customer excellence, operational performance, and developing high performing teams, we'd love to hear from you. To express your interest, apply by attaching a cover letter and your CV. We look forward to speaking with you !
Candidate based in QLD and VIC will also be considered.
