Position Title: Associate Director - Customer Engagement
Employment Type: Permanent Full Time

• Flexible working options from our Chatswood, St Leonards, or Charlestown Office (up to 2 days in office)
• Attractive salary, up to $186,448 + 11.5% Super and annual leave loading
• Allocated day off per month, salary packaging, discounted fitness passport and more benefits!
• Join the team enriching health in millions of ways every day through digital innovation

Applications Close: 11:59am, 26th May 2025

• Are you a strategic leader who thrives on collaboration, inspires positivity, and drives results?
• Do you want to make a significant impact to drive high performance and service outcomes while effectively managing competing strategic and operational priorities?
  

The Opportunity

We have an exciting opportunity an experienced Associate Director-Customer Engagement to join our eHealth Customer Services team.

The newly created role offers the opportunity to lead and develop high-performing teams, enhance customer service and drive adaptability in a continually evolving business environment.

You will have the opportunity to enhance your professional career in an agile, dynamic, and collaborative environment, where you can innovate, add value, and make a positive impact in the Customer Services and across the multiple directorates of eHealth NSW .
These roles are pivotal leadership roles within the Customer Engagement business unit.

Customer Engagement – This team is dedicated to building, managing, and developing a cohesive unit focused on integrating staff to deliver efficient, customer-centric services. Working collaboratively to manage financial and human resources, driving optimal performance and ensuring excellent service delivery.

What You'll Do:

• Provide strategic leadership, guiding your team towards achieving high-impact goals.
• Lead the development of strategies to continuously monitor, evaluate, and enhance all aspects of the ICT program of work—ensuring effective risk and contingency planning, benefits realisation, and delivery of high-impact, quality outcomes.
• Play an active role within the Customer Services management team, contributing to strategic planning, budgeting, and policy development to ensure effective implementation and sound financial management.
• Establish and maintain long-term strategic relationships with senior internal and external stakeholders, using exceptional negotiation skills to support and drive organisational and strategic objectives.
• Lead the creation of new products and services, ensuring that all design, planning, and operational requirements align with eHealth's strategic business objectives to deliver optimal IT services.

What We're Looking For:

• In-depth knowledge and extensive experience in ITIL frameworks and the use of ITSM platforms within large, complex service industry organisations.
• Recent leadership role with at least 2 years' experience within a Health Sector. Proven track record in driving performance, developing team capabilities, coaching and advising staff, and cultivating a high-performance, customer-focused, positive work culture. An understanding of HR processes will be highly regarded.
• Exceptional interpersonal, influencing, and negotiation skills, with extensive experience engaging and collaborating with senior-level stakeholders and customers to drive and achieve optimal business outcomes.

Need more information?

• Position Description - Associate Director - Customer Engagement
• Find out more about joining eHealth
• Check out our diversity and inclusion commitment
• Learn more about us at eHealth NSW
  
  

Working at eHealth NSW

Our people are at the heard of who we are. We support our people with great benefits so they can enrich health in millions of ways everyday:

• Flexible work options
• Professional growth and career development
• Allocated day off per month
• Salary Packaging
• Various Health and wellbeing programs to support our team

For more information on the opportunity and recruitment process please click APPLY