Patient Operations Lead

About the Company

Eucalyptus is on a mission to make good health last a lifetime. As part of Hims & Hers, Euc is the company behind Juniper, a leading weight-management program combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care.

Responsibilities

• Own UK patient support performance end-to-end, including response times, resolution, satisfaction, and quality.
• Lead medical support, managing side-effect management and clinical escalations in partnership with the clinical team.
• Balance global standardisation with local UK nuance regarding tone, channels, and policies.
• Champion the patient by turning feedback and support data into actionable insights for product and clinical teams.
• Scale operations through automation and self-serve tools to improve efficiency and reduce cost-to-serve.
• Manage capacity planning and set the operating rhythm for support teams.
• Partner with Growth, Product, Clinical, and Finance departments to hit UK targets.

Requirements

• Proven experience as a support or customer-experience operator owning performance metrics.
• Experience in a regulated, high-growth, or healthcare/telehealth environment.
• Strong analytical skills with the ability to drive decisions using data.
• Proficiency in support metrics, capacity planning, and support tooling.
• Commercial mindset focused on cost-to-serve and retention.
• Ability to maintain a high-quality operation under pressure.

Preferred Qualifications

• Experience partnering with global support partners.
• Track record of using AI or automation to transform support operations.
• Exposure to continuous-improvement methodologies like Lean, Six Sigma, or Kaizen.