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About the Role

As Head of Patient Operations, UK, you will own the performance of Juniper’s patient support experience in the UK market, ensuring its effectiveness, efficiency, and suitability for UK patients. You will be the primary point of contact for the UK General Manager regarding all support-related matters, leading a team that manages patient interactions across chat, email, and phone throughout their care journey.

Responsibilities

Own UK support performance end to end, including response times, resolution rates, satisfaction, and quality across the patient journey.
Diagnose and resolve underperforming support areas.
Take end-to-end ownership of medical support, including side-effect management and clinical escalations, ensuring safe, compliant, and timely handling of clinical queries in partnership with the clinical team.
Balance consistency and local nuance in support, maintaining a high standard of quality while tailoring tone, channels, hours, and policies to UK patient needs.
Act as the voice of the UK patient, translating feedback and support data into actionable business insights.
Identify opportunities for automation and self-serve solutions to improve efficiency and reduce costs without compromising the human touch.
Manage support teams to a high standard, setting the operating rhythm, planning for growth, and ensuring quality delivery.
Collaborate with Growth, Product, Clinical, and Finance teams to achieve UK targets and integrate patient insights into the product roadmap.

Requirements

Proven experience as a support or customer-experience operator who has owned and improved support function performance.
Experience in a regulated, high-growth, or healthcare/telehealth environment, preferably with a clinical or patient-safety focus.
Strong analytical skills with the ability to interpret data and translate patient feedback into product and process improvements.
Proficiency in support metrics, capacity planning, and support tooling.
A bias towards automation and continuous improvement.
Commercially minded, considering cost-to-serve and retention alongside service levels.
Ability to translate market nuances into operational decisions.
Comfortable setting high standards, holding individuals and partners accountable, and maintaining a calm, high-quality operation under pressure.

Skills

Data analysis
Patient feedback interpretation
Support metrics
Capacity planning
Support tooling
Automation
Continuous improvement
Commercial acumen
Operational decision-making

Location

Work Type

Full-time

Experience Level

Head of
Senior

About the Company

Eucalyptus is on a mission to make good health last a lifetime, addressing the global obesity crisis by building better long-term care.
Eucalyptus is part of Hims & Hers, a global leader in personalized health and wellness.
Eucalyptus is the company behind Juniper, a leading weight-management program that combines medication with personalized nutrition, movement support, and clinician-led care.
Juniper's approach has demonstrated significant patient weight loss in clinical research.
Eucalyptus has experienced 130% YoY revenue growth and a 90% reduction in cash burn.
Eucalyptus was acquired by Hims & Hers for $1.15bn in 2026.
Eucalyptus has supported over 350,000 patients across 5 markets.
Eucalyptus services have received selective NICE endorsement for the NHS.
Eucalyptus has tailored its offerings in Australia, the UK, Germany, Japan, and Canada.

Equal Opportunity

Eucalyptus values diversity and inclusion and is committed to building a team that reflects the patients and communities served.
Eucalyptus is an equal-opportunity employer and welcomes applicants of all backgrounds.
Eucalyptus is happy to provide adjustments during the application process.
Eucalyptus values individuals from all backgrounds, experiences, and perspectives.
AI-assisted tools are used across the business to help teams work more efficiently, including in the recruitment process; these tools support the team, and all hiring decisions are made by people.