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 key 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.

- 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 dev

📌 Digital Support Manager (Sydney)
🏢 The Hospitals Contribution Fund Of Australia
📍 Sydney