National Clinic Support Manager

WHO IS AUDIKA  

Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs 26,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries. In Australia, Audika has over 200 clinics who provide hearing services to our valued clients. We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.

ABOUT THE ROLE

The National Clinic Support Manager leads the Clinic Support function to deliver timely, accurate, and consistent support across clinical, system, and process‑related enquiries. In this role, you will ensure clinics receive reliable day‑to‑day operational support, enabling them to focus on providing high‑quality hearing care to clients. You will also oversee key back‑office activities, ensuring they are completed to a high standard with strong attention to accuracy and compliance.

The role is responsible for establishing and embedding a streamlined, one‑stop support model that drives consistent and efficient operations across the network. You will identify, prioritise, and escalate recurring issues in partnership with key stakeholders to ensure sustainable fixes. You will be accountable for delivering timely and accurate enquiry resolution while continuously improving the overall support experience for the clinic network.

YOU WILL BE SUCCESSFUL IN THIS ROLE IF YOU HAVE:

• Minimum 5 years’ experience as a clinician (essential)
• Minimum 5 years’ experience leading a small centralised support team, including coaching, performance management and workload/prioritisation (desired)
• Experience in designing service level agreement framework and enquiry triage model (desired)
• Experience in clinic operations with strong understanding of end-to-end clinic workflow (desired)
• Experience in implementing ticketing system or other innovative technologies to support timely and accurate enquiry resolution (desired)

DESIRED SKILLS:

• Leadership & Team Management: Ability to lead and develop a small team, set clear expectations, provide coaching, and build a high-performance culture.
• Service Orientation: Strong customer service mindset to provide effective support to the network and solution focused approach to resolve clinic enquiries.
• Communication: Clear verbal and written communicator, able to simplify complex concepts for diverse audiences.
• Growth Mindset: Demonstrated a strong growth mindset in a fast-paced, evolving environment, embracing change with agility and continuous improvement.
• Collaboration & Influence: Strong stakeholder engagement skills across clinic teams, Sales, Audiology, ComEx, HR, IT and Finance.
• Digital Capability: Comfortable with ticketing system (e.g., Connect) and other Microsoft 365 applications.
• Travel & Flexibility: Willingness to travel interstate as required.

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