Technical Operations and Customer Experience Lead

Requistion ID: 82303

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)
Dentsply Sirona is an Equal Opportunity Employer. We are committed to providing a diverse, inclusive and respectful workplace. All qualified applicants will be considered without regard to gender, age, ethnicity, disability, ****** orientation or background.

Three Reasons to Apply
Lead at scale – Own and shape technical operations and customer experience across ANZ.

Global brand, local impact – Influence strategy and outcomes within a world-leading organisation.

Strategic + hands-on – A rare opportunity combining P&L ownership, people leadership and transformation.


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

Ensure timely, high-quality delivery of technical, IT, software and customer support services across ANZ

Optimise workflows to minimise downtime, improve response times and manage escalations effectively

Implement systems to track, analyse and improve service performance

Customer Experience Leadership

Drive a customer-centric culture with clear communication and proactive issue resolution

Achieve continuous improvement across NPS, CSAT, Customer Effort and customer feedback measures

Partner with commercial teams to capture market insights and customer intelligence

Leadership & Capability Development

Lead, coach and develop a high-performing technical and customer experience organisation

Build clear training, competency and career progression pathways

Implement skills and competency matrices to ensure multi-skilling across the product portfolio

Commercial & Financial Management

Own P&L and operating budgets for Technical Operations

Deliver financial targets in line with company budgets

Identify and implement cost-control and efficiency initiatives

Strategy, Innovation & Growth

Partner with sales, marketing and commercial leaders to align operations with business strategy

Identify and adopt new technologies and service models to support scalable growth

Lead change initiatives and continuous improvement programs

Safety, Quality & Compliance

Proactively lead WHS initiatives, driving a Zero Harm culture

Ensure compliance with WHS, legal and ISO requirements

Develop work instructions, training frameworks and competency matrices

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:

Demonstrated experience in a senior technical operations, service or customer experience leadership role

Proven ability to lead leaders, set strategic direction and drive performance

Strong change management capability and a track record of continuous improvement

Technical knowledge of dental products or similar regulated, technical industries (highly regarded)

Relevant Trade, Business or Management qualifications

Working knowledge of ERP systems, including Microsoft AX (or similar)

Key Skills & Competencies
Exceptional communication and stakeholder management skills

Strong business and financial acumen

Customer-first mindset with a passion for service excellence

High level of judgement, professionalism and discretion

Ability to balance competing priorities and operate independently

Collaborative leadership style combined with a strong results-driven approach


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.