Director, Customer Support

Australian Digital Health Agency; Sydney; Hybrid; AUD 149,000 - 176,000; Full time

Benefits offered by this job

15.4% Superannuation

Salary packaging options

Christmas closedown

Wellbeing program

EAP support

Flexible work arrangements (including

Modern collaborative workspaces

Leave options

Job summary

Australian Digital Health Agency in Sydney, NSW, is seeking a strategic Director, Customer Support to shape and deliver national customer support across Australia’s digital health ecosystem. You will lead a high‑performing team and manage critical partnerships with government agencies and service providers, delivering outstanding customer outcomes.

You will drive governance, risk management and continuous improvement, ensuring customer‑centricity across healthcare providers, consumers and

Qualifications

• Proven experience leading large-scale customer support or CX functions.
• Ability to influence senior executives and government stakeholders.
• Strong governance, risk management and vendor relationship skills.
• Strategic thinker with data-driven decision making.
• Excellent communication and change-management capabilities.

Responsibilities

• Lead development and oversight of customer support strategies aligned with organisational priorities.
• Oversee service delivery, governance, incident management and continuous improvement.
• Manage relationships with government agencies, healthcare organisations, vendors and service providers.
• Oversee outsourced partners to ensure SLAs and customer experience objectives are met.
• Drive readiness for new and enhanced digital health products and services with a culture of innovation and customer-centricity.

Skills

Leadership experience

Stakeholder engagement

Vendor management

Strategic thinking

Analytical/problem solving

Executive communication

Education

Bachelor's degree

Job description

Australian Digital Health Agency – Sydney NSW

The Australian Digital Health Agency is transforming how Australians experience healthcare by enabling people and providers to access the information they need, securely, quickly and in one place. Through national digital services such as My Health Record, Electronic Prescriptions and the 1800Medicare App, we are building a connected health system that gives Australians greater control over their health.

The Director, Customer Support is a senior leadership role responsible for shaping and delivering the Agency's customer support strategy across Australia's digital health ecosystem. Leading a high-performing team and critical service delivery partnerships, the role drives customer experience, operational performance, service excellence and continuous improvement for healthcare providers, consumers and government stakeholders using national digital health services. The position plays a key role in influencing strategic outcomes, building stakeholder relationships and ensuring customer support services are responsive, scalable and customer-centric.

About the Agency

The Australian Digital Health Agency is transforming how Australians experience healthcare by enabling people and providers to access the information they need, securely, quickly and in one place. Through national digital services such as My Health Record, Electronic Prescriptions and the 1800Medicare App, we are building a connected health system that gives Australians greater control over their health.

The Director, Customer Support is a senior leadership role responsible for shaping and delivering the Agency's customer support strategy across Australia's digital health ecosystem. Leading a high-performing team and critical service delivery partnerships, the role drives customer experience, operational performance, service excellence and continuous improvement for healthcare providers, consumers and government stakeholders using national digital health services. The position plays a key role in influencing strategic outcomes, building stakeholder relationships and ensuring customer support services are responsive, scalable and customer‑centric.

The key duties of the position include:

Key Responsibilities

• Lead the development and implementation of customer support strategies that align with organisational priorities and deliver outstanding customer outcomes.
• Provide strategic oversight of customer support operations, including service delivery, workforce capability, governance, incident management and continuous improvement.
• Manage key relationships with government agencies, healthcare organisations, vendors and service providers to deliver integrated support services.
• Oversee outsourced service providers and contractual performance, ensuring service levels, customer experience objectives and operational outcomes are achieved.
• Drive operational readiness and support models for new and enhanced digital health products and services while fostering a culture of innovation and customer‑centricity.

Key Criteria

• Demonstrated experience leading large-scale customer support, service delivery or customer experience functions within complex environments.
• Proven ability to lead high-performing teams, build capability, influence organisational culture and drive change.
• Exceptional stakeholder engagement and communication skills, with the ability to influence senior executives, government agencies and external partners.
• Strong commercial, governance and risk management expertise, including management of vendor relationships, contracts and service performance.
• Strategic thinker with strong analytical and problem-solving skills, capable of providing high-quality advice and leading service transformation initiatives.

Eligibility

Australian citizenship is mandatory. Candidates must be able to obtain and maintain a national police clearance and the required security clearance, with the ability to attain a higher-level clearance if needed.

Notes

Our benefits

• We offer a competitive 15.4% superannuation contribution, salary packaging options, and a Christmas closedown with no leave deduction.
• Our wellbeing program and EAP support a healthy work–life balance, while flexible work arrangements opportunities, including work from home, give you choice in how, when and where you work.
• You will enjoy modern collaborative workspaces.
• We also provide a wide range of leave options including parental, cultural, compassionate, emergency response and defence leave.

Interested to learn more? Take a look at the attached candidate pack for all the details.

Closing date: Wednesday 7th October 2026, 11:00pm

Salary: $148,641 - $175,981 plus 15.4% superannuation, depending on skills and experience.

Getting to know the Australian Digital Health Agency

Tasked with improving health outcomes for Australians through the delivery of digital healthcare systems and the national digital health strategy, the Australian Digital Health Agency (the Agency) commenced operations on 1 July 2016.The Agency is responsible for national digital health services and systems, with a focus on engagement, innovation and clinical quality and safety. Our focus is on putting data and technology safely to work for patients, consumers and the healthcare professionals who look after them