Patient Operations Lead, UK
Eucalyptus•6h ago
United KingdomOnsite$1.2Full-timeMid Level2+ yrs exp
Top focus
Operations AnalystOperations ManagerOperations Consultant
- About Eucalyptus
- We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.
- Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.
- Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support
- clinician-led care from prescribers, nurses, health coaches, pharmacists
- dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.
- Our Growth Story:
- 130% YoY revenue growth and a 90% reduction in cash burn - culminating in our $1.15bn acquisition by Hims & Hers in 2026, giving us the platform to take long-term care global
- Supported over 350k patients living with obesity across our 5 markets
- Received selective NICE endorsement to provide services to the NHS
- Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.
- About the role
- As Head of Patient Operations, UK, you own the performance of Juniper’s patient support experience in this market — how well it works, how efficient it is
- how well it fits UK patients. You’ll be the single owner the UK General Manager comes to for anything support-related, working with a team that looks after patients across chat, email and phone, from their first questions through to ongoing care.
- This is an operator-first role. You’ll live in the detail, hold a high bar
- turn what patients tell us into changes that make the experience better — while keeping the operation fast, safe and cost-effective as we grow.
- What you’ll do
- Own UK support performance. Own the performance of UK patient support end to end — response times, resolution, satisfaction and quality across every part of the patient journey. If support is underperforming, you diagnose it and fix it.
- Lead medical support. Take end-to-end ownership of medical support — side-effect management and clinical escalations — making sure clinical queries are handled safely, compliantly and quickly, in close partnership with our clinical team.
- Balance standardisation and tailoring. Get the balance right between consistency and local nuance — hold a high, standardised bar for quality while tailoring tone, channels, hours and policies to what UK patients actually need. Spot where this market needs something different
- make the case for it.
- Champion the patient. Be the voice of the UK patient inside the company. Turn feedback and support data into insight the business acts on — surfacing what patients are really telling us, going past the symptom to the root cause
- closing the loop back into product, process and clinical improvements.
- Scale through automation. Push automation and self-serve so we handle more, faster, without losing the human touch — improving the experience while reducing the cost of delivering it.
- Run a tight operation. Hold our support teams accountable to a high standard. Set the operating rhythm, plan capacity for growth, and keep the bar high on quality and delivery.
- Work across the business. Partner with Growth, Product, Clinical and Finance to hit UK targets and feed patient insight into the roadmap.
- What we’re looking for
- A proven support or customer-experience operator who has owned the performance of a support function and moved the numbers — not just managed a team.
- Experience in a regulated, high-growth, or healthcare / telehealth environment, ideally with a clinical or patient-safety dimension.
- Genuinely analytical — comfortable in the data, able to find the story in it, and confident turning patient voice into decisions that change product and process.
- Fluent in support metrics, capacity planning and support tooling, with a real bias toward automation and continuous improvement.
- Commercially minded — you think about cost-to-serve and retention, not just service levels — and you translate market nuance into operational decisions.
- Comfortable being the accountable owner: setting the bar, holding people and partners to it, and keeping a calm, high-quality operation under pressure.
- Bonus points
- Experience partnering with global support partners.
- A track record of using AI or automation to transform a support operation.
- Exposure to continuous-improvement methodologies (Lean, Six Sigma, Kaizen or similar).
- Life at Euc
- At Eucalyptus, we value diversity and inclusion and are committed to building a team that reflects the patients and communities we serve. We’re an equal-opportunity employer and welcome applicants of all backgrounds. If you need any adjustments during the process, let us know — we’re happy to help.
- At Eucalyptus, we value individuals from all backgrounds, experiences
- we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people
- every application is reviewed by a member of our recruitment team.
Required skills
data analysiscustomer experienceautomationcontinuous improvementcapacity planning