Team Lead – Project Support

Change people’s lives and love what you do! Cochlear develops world-leading medical devices that help people hear. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.

Position Overview

The purpose of this position is to lead and manage the Project Support team, providing comprehensive support to project support users. This role is vital in ensuring Cochlear meets its regulatory and commercial objectives, while driving continuous process improvements and system optimizations across project support functions.

Key Responsibilities:

• Analyze project support workflows and system usability to identify and implement enhancements for greater efficiency and user satisfaction.

• Collaborate with stakeholders across PLM, Planisware, JAMA, and R&D to scope and test system/process updates based on user needs.

• Ensure updates deliver measurable benefits and establish tracking mechanisms for evaluating improvement success.

• Facilitate continuous feedback loops and user engagement to support agile process evolution.

• Lead and manage daily project support functions, ensuring key performance indicators (KPIs) and operational targets are consistently achieved.

• Create and nurture a collaborative, high-performance team culture focused on customer service, learning, and continuous improvement.

• Manage staff onboarding, training, performance feedback, and development plans.

• Maintain effective communication with internal and external stakeholders, promptly addressing escalations and inquiries.

• Support cross-functional initiatives related to product launches, process improvements, or system implementations.

• Act as a subject matter expert (SME) across services defined in the PSS service catalogue.

• Oversee the resolution of service calls using a ticketing system; prioritize and delegate appropriately to ensure timely issue closure.

• Coordinate and contribute to the development and maintenance of clear, user-friendly documentation, procedures, training materials, and system guidance.

• Ensure effective onboarding and upskilling of new system users and team members.

• Support adherence to quality procedures and regulatory requirements by ensuring consistency and accuracy in process execution.

• Contribute to the review and enhancement of documentation and standards to maintain compliance and operational excellence.

• Maintain effective communication with stakeholders across geographic regions and time zones.

• Facilitate integration of system, process, and business needs through clear, timely, and proactive engagement.

Key Requirements:

Minimum Qualifications

• Bachelor’s Degree in Engineering, Business, Information Systems, or a related field.

• At least 5 years’ experience in roles such as customer service, business support, manufacturing, logistics, or shared services.

• Minimum 2 years in a leadership role or equivalent proven experience managing people or projects and delivering results through others.

• Strong understanding of PLM systems, change control, and document management within regulated environments.

• Demonstrated experience supporting and improving complex processes related to product development or lifecycle management.

• Proven ability to lead teams and projects, manage performance, and deliver results under pressure.

• High attention to detail and accuracy in data handling and compliance-related activities.

• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.

• Proficient in Microsoft Office tools, particularly Excel for data analysis and reporting.

Ideal Qualifications

• Experience in a global organization and ability to navigate cultural and time zone differences.

• Experience working in highly regulated industries (e.g., medical devices, pharmaceuticals, aerospace).

• Familiarity with tools such as Planisware, JAMA, or other enterprise-level project/product development platforms.

• Strong stakeholder engagement skills with the ability to influence and collaborate across functions and seniority levels.

Development Opportunities

• Gain exposure to strategic initiatives in a leading global medical device company.

• Play a key role in shaping and optimizing project support services and associated systems.

• Become a recognized expert in support operations and process optimization across multi-functional teams.

• Contribute to a high-visibility function with opportunities to impact business success and user satisfaction across the organization.

Additional Details

• Flexibility: Occasional late/early work hours may be required to support international stakeholders.

• Visibility: High exposure to operational teams, system SMEs, and leadership across the business.

Cochlear Malaysia provides shared services to support Cochlear’s global operations. The growing team of professionals in Malaysia provides critical support in areas such as IT infrastructure and applications, development and testing, business intelligence development and support, procurement, customer service, service and repairs and returned device analysis engineering.

If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.

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