Head of Operations at Henry Schein

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Strategy, SaaS Delivery, Onboarding, Implementation, Customer Success, Customer Support Management, Performance Optimization, Margin Optimization, Team Leadership, Stakeholder Management, Strategic Thinking, Data-Driven Decision-Making, Process Improvement, Product Adoption, Mentoring, Scalability

Industry

Medical Equipment Manufacturing

Description

About Us At Henry Schein One, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice. Our culture at Henry Schein One as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals. How we work Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience. Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top-tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long-lasting partnerships that drive positive outcomes. Purpose The Head of Operations is responsible for leading and optimising all operational functions within the APAC region to ensure seamless delivery of SaaS solutions. This role drives operational strategy, ensures timely installations and implementations to meet revenue targets, and fosters efficiency to achieve margin objectives. Additionally, the position champions product adoption, customer success, and customer support initiatives to maximise customer value and retention. What you'll do Operational Strategy & Leadership: Define and execute the operational strategy for APAC, aligning with global objectives and regional growth plans. Drive scalability and efficiency across all operational processes. Onboarding, Training and Conversions: Ensure timely and high-quality installations and implementations of SaaS products to support revenue achievement. Collaborate with cross-functional teams to remove bottlenecks and improve delivery timelines. Customer Success & Product Adoption: Develop and implement strategies to drive product adoption and customer engagement. Monitor usage metrics and proactively address adoption challenges. Ensure retention and long-term value realization with our customer success programme. Customer Support Management: Oversee and manage the customer support function to ensure timely, effective, and high-quality resolution of customer inquiries and issues. Drive continuous improvement in support processes to enhance customer satisfaction and retention. Performance & Margin Optimisation: Identify and implement process improvements to enhance operational efficiency and profitability. Monitor KPIs related to delivery timelines, adoption rates, and customer satisfaction. Team Leadership: Build, mentor, and lead high-performing operational teams. Foster a culture of accountability, innovation, and continuous improvement. What you’ll bring with you Proven experience in operational leadership within a SaaS or technology business. Strong understanding of SaaS delivery models, onboarding, and customer success principles. Demonstrated ability to manage complex projects and drive efficiency improvements. Excellent leadership, communication, and stakeholder management skills at a senior level. Strategic thinker with strong execution capability. Customer-centric mindset with a passion for delivering exceptional experiences. Analytical and data-driven approach to decision-making. Collaborative and adaptable in a fast-paced environment. Diversity at Henry Schein One Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too. Our Shared Values Everyone at Henry Schein One is encouraged to live and demonstrate our core values: Community Each Person is as Important as the Next Open Communication Diversity & Inclusion Caring Corporate Citizenship Shared Success Career Ethics Recognise Creativity & Encourage it People are our Greatest Asset Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes. We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place. Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations. Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request. US Candidates: jobsupport@henryschein.com UK and Ireland Candidates: UKHSHRRecruitment@henryschein.co.uk Australia and New Zealand Candidates: APACCareers@henryscheinone.com Malaysia Candidates: CNHR@henryschein.com Italy Candidates: risorse.umane@henryschein.it It is important to us to offer different types of work arrangements. Please see the types we offer below: Work From Home: Work is performed directly from the TSM's home office. Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required. Onsite: Work is performed exclusively at a company facility. Field: Position requires traveling to different locations within a specific geographic territory, as assigned.

Responsibilities

The Head of Operations will define and execute the operational strategy for the APAC region, focusing on leading and optimizing all functions for seamless SaaS solution delivery to meet revenue targets. This role also involves championing product adoption, customer success, and managing customer support initiatives to maximize customer value and retention.