Process and Continuous Improvement Lead – Global Customer Service

at  ResMed

LET’S TALK ABOUT THE QUALIFICATIONS, SKILLS AND EXPERIENCE:

Required:

• Extensive experience in process improvement, process architecture, and continuous improvement methodologies such as Lean, Six Sigma, or similar frameworks.
• Strong background in process mapping, process analysis, and process design.
• Proven experience leading process improvement initiatives in a complex, global organization.
• Ability to navigate fragmented systems and work in an environment undergoing significant change.
• Strong communication skills and the ability to influence stakeholders across different regions and functions.
• Expertise in process performance management and the ability to implement and track key metrics.
• Proven experience of training others to succeed with measurable results
• Lean Six Sigma Black Belt certification or equivalent.

Preferred:

• Experience working in a global customer service environment, particularly within healthcare or technology sectors.
• Experience with large-scale system transformations and process standardization across multiple geographies.
• Strong understanding of customer service operations in a multi-regional, multi-lingual context.
• Knowledge of ResMed’s systems and processes is an advantage but not a necessity
• OCEB2 certification or experience using BPMN
• Working knowledge of Celonis or equivalent platform

LET’S TALK ABOUT THE ROLE :

The Process and Continuous Improvement Lead for Global Customer Service at ResMed will play a pivotal role in driving operational efficiency, process consistency, and strategic alignment across our global service operations. The role will focus on standardizing fragmented systems and processes while responding to an expedited transformation plan. You will partner with cross-functional teams across different regions to design, implement, and monitor new process architectures that enhance customer satisfaction, operational efficiency, and service quality.
The position currently reports to the Global Customer Service leadership team and collaborates closely with Regional Customer Service Managers, Global Customer Service shared service roles, and wide-ranging business stakeholders.

LET’S TALK ABOUT THE RESPONSIBILITIES:

• Lead the documentation and visualization of current processes within Global Customer Service.
• Analyse and identify process inefficiencies, bottlenecks, and opportunities for cost reduction.
• Ensure process alignment with global customer service strategies and corporate objectives.
• Develop new process designs and support the implementation of continuous improvement initiatives.
• Implement structured process performance management tools and metrics.
• Train and support global teams on new methodologies and processes.
• Collaborate with IT and regional leadership to align system integration efforts with process improvements.
• Facilitate workshops and cross-functional teams to drive change and buy-in for new processes.
• Monitor, report, and continuously optimize process performance based on data-driven insights.