Digital Support Manager

Ventia; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Flexible working arrangements

50% subsidy on HCF insurance

18 weeks parental leave

Job summary

HCF is seeking a Digital Support Manager to own the operation of member-facing digital services, including apps and Online Member Services, in the Sydney CBD with a hybrid work arrangement.

You will lead level 2 support, focusing on identity and access management, authentication and account recovery, while coordinating with product, engineering and security teams to resolve issues and improve services. This role emphasizes continuous improvement and collaboration across business partners.

Qualifications

• Experience in digital support, service management, identity operations or a comparable level 2 support environment.
• Practical understanding of identity and access management, including authentication, MFA, account recovery, user lifecycle and access controls.
• Experience managing complex support queries and coordinating resolution across business and technical teams.
• Strong problem-solving skills and the ability to investigate issues, identify root causes and determine the appropriate resolution pathway.
• A continuous improvement mindset, with the ability to identify recurring issues and translate operational insights into better processes and services.
• Experience developing support processes, operational frameworks, runbooks and knowledge documentation.
• Strong stakeholder management and communication skills, with the confidence to engage with both technical specialists and business stakeholders.
• Familiarity with ticket management tools such as ServiceNow.

Responsibilities

• Lead digital support operations: Take ownership of level 2 support for HCF’s member-facing digital services, proactively investigating and troubleshooting issues across our apps, Online Member Services and identity platforms.
• Drive identity and access support: Provide operational expertise across registration, authentication, multi-factor authentication (MFA) and account recovery, using tools and established procedures to diagnose and resolve issues.
• Connect the dots: Assess issues to understand their underlying causes, distinguishing between user, data, configuration, integration and product-related problems, and ensuring they reach the right technical teams when required.
• Influence and collaborate: Build strong relationships across frontline operations, product, engineering, security and external technology partners to coordinate resolutions and represent the needs of our members and business.
• Shape support processes: Develop and continuously improve support frameworks, troubleshooting guides, escalation pathways, runbooks and knowledge resources.
• Identify opportunities for improvement: Use support data, recurring issues and member feedback to identify trends, reduce avoidable contacts and influence improvements to our digital products and services.
• Provide operational insights: Bring a business and member lens to platform discussions, incident reviews and product roadmaps, helping translate day-to-day support challenges into meaningful improvements.

Skills

Digital support

Service management

Identity operations

Stakeholder management

Problem-solving

Continuous improvement

Tools

ServiceNow

Okta

Job description

Digital Support Manager | 12 Month max-term contract | Sydney CBD | Hybrid

Help shape and improve the digital experiences our members rely on.

At HCF, we’re passionate about making health cover better for our members. As our digital services continue to evolve, ensuring our members can seamlessly access and navigate these services is more important than ever.

We’re looking for a Digital Support Manager to take ownership of the operational support and continuous improvement of our member-facing digital services, including our mobile apps and Online Member Services.

This is a business-facing role that sits at the intersection of digital operations, technology and member experience. You’ll work closely with frontline teams, product and engineering specialists, security teams and external platform partners to ensure digital issues are understood, investigated and resolved effectively.

With an initial focus on digital identity and access management, you’ll play an important role in improving how members register, sign in, authenticate and recover access to their accounts.

This opportunity will suit someone who combines hands-on digital support expertise with a strategic and continuous improvement mindset. Beyond managing support queries, you’ll be someone who can identify patterns, understand the broader implications of recurring issues, challenge existing processes and influence longer-term improvements to our digital platforms and member experience.

What you’ll be doing

• Lead digital support operations: Take ownership of level 2 support for HCF’s member-facing digital services, proactively investigating and troubleshooting issues across our apps, Online Member Services and identity platforms.
• Drive identity and access support: Provide operational expertise across registration, authentication, multi-factor authentication (MFA) and account recovery, using tools and established procedures to diagnose and resolve issues.
• Connect the dots: Assess issues to understand their underlying causes, distinguishing between user, data, configuration, integration and product-related problems, and ensuring they reach the right technical teams when required.
• Influence and collaborate: Build strong relationships across frontline operations, product, engineering, security and external technology partners to coordinate resolutions and represent the needs of our members and business.
• Shape support processes: Develop and continuously improve support frameworks, troubleshooting guides, escalation pathways, runbooks and knowledge resources.
• Identify opportunities for improvement: Use support data, recurring issues and member feedback to identify trends, reduce avoidable contacts and influence improvements to our digital products and services.
• Provide operational insights: Bring a business and member lens to platform discussions, incident reviews and product roadmaps, helping translate day-to-day support challenges into meaningful improvements.

What you’ll bring

We’re interested in someone who can balance operational delivery with a broader strategic perspective. You’ll be comfortable getting into the detail of an issue while also stepping back to consider what it tells us about our platforms, processes and member experience.

You’ll ideally bring:

• Experience in digital support, service management, identity operations or a comparable level 2 support environment.
• A practical understanding of identity and access management, including authentication, MFA, account recovery, user lifecycle and access controls.
• Experience managing complex support queries and coordinating resolution across business and technical teams.
• Strong problem-solving skills and the ability to investigate issues, identify root causes and determine the appropriate resolution pathway.
• A continuous improvement mindset, with the ability to identify recurring issues and translate operational insights into better processes and services.
• Experience developing support processes, operational frameworks, runbooks and knowledge documentation.
• Strong stakeholder management and communication skills, with the confidence to engage with both technical specialists and business stakeholders.
• Familiarity with ticket management tools such as ServiceNow.

Experience with Okta or a comparable customer identity and access management platform will be highly regarded. Experience in a regulated environment such as healthcare or insurance, and working with external technology vendors, would also be advantageous.

You don’t need to come from a software development background. What’s important is your ability to understand how digital platforms operate, investigate issues confidently and work effectively with technical teams to achieve the right outcomes.

* This is an initial 12 month max-term contract *

This is an opportunity to play an influential role in how HCF supports and continuously improves the digital experiences our members depend on. You’ll have the opportunity to shape our support approach, strengthen collaboration across technology and business teams, and turn operational insights into meaningful improvements.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• Flexible working arrangements
• 50% subsidy on HCF hospital and/or extras cover
• Family-friendly certified employer
• 18 weeks of parental leave for all new parents
• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
• Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.