This is a National Clinic Support Manager role with Audika Australia based in Sydney, NSW, AU Audika Australia Role Seniority - mid level, senior More about the National Clinic Support Manager role at Audika Australia 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 centralized support team, including coaching, performance management and workload/prioritization (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. WHAT'S IN IT FOR YOU Permanent Full-Time role in an established global organization Professional development through clear career path and professional training MyRewards program – a program that offers discounts to more than 300 retailers and services across Australia Online Wellbeing centre – a platform offering activities, workouts, meditations, nutritional and financial advice – everything you need to live a healthier and happier life Employee Assistance Program Birthday and Christmas gifts OUR VALUES Audika is proud to have a diverse and inclusive culture that acknowledges and respects our employees. We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products. We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed. We create trust! We are Team-players! We create innovative solutions! We apply a can-do attitude in everything we do. OUR RECRUITMENT PROCESS: Our recruitment process is designed to help you get to know us - and for us to learn more about you. It includes four key steps: Application Review – Our Talent Acquisition team carefully reviews each application against the role criteria personally. Online Interview with our Talent Acquisition Partner – an initial conversation to discuss your experience, career goals, and what you’re looking for in your next role. In-Person Interview with the Hiring Manager – an opportunity to meet in person, explore the role in more detail, and visit one of our clinics. Interview with a Senior Business Leader – this stage includes a discussion to assess your strategic approach and problem-solving skills. We aim to make the process as engaging and transparent as possible. We provide timely updates during the recruitment process and encourage you to reach out to the Talent Acquisition partner for any updates or questions, successful or not. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Audika Australia team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading the Clinic Support function Ensuring operational support Establishing a streamlined support model Key Strengths Leadership & Team Management Service Orientation ️ Communication Growth Mindset Collaboration & Influence Digital Capability A Final Note: This is a role with Audika Australia not with Hatch.
