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About the Role

Lead our Medical Support and Health Coaching functions in Germany, focusing on scaling operations while maintaining high-quality, human-centered patient care. You will address process efficiency, team structure, and patient service standards to support a growing patient base.

Responsibilities

Lead and develop team seniors, providing support for their growth.
Own metrics for patient care, including response times, resolution rates, CSAT, and quality.
Identify and address root causes when metrics drift.
Map and optimize the medical question handling process from first contact to resolution.
Scale health coaching by increasing webinar reach, simplifying coach preparation, or rethinking the offer.
Partner with product and engineering on in-app content and tools to proactively answer patient questions.
Collaborate with clinical operations and legal teams on changes affecting clinical care.
Adapt successful strategies from UK and Australian teams for the German market.
Develop a plan for a larger patient base, including team structure and efficiency improvements.
Shape hiring processes and define performance standards for medical support and health coaching roles.
Improve handoffs with Patient Experience to ensure patients reach the correct team promptly.

Requirements

7-12 years of experience in support or patient operations.
Experience leading large teams without losing touch with the work.
Hands-on experience in improving processes.
Experience in a high-growth company with shifting priorities and multiple concurrent projects.
Comfort working across functions and countries, often without direct authority.
Ability to get teams focused and moving, especially during challenging periods.
Experience in a high-touch or sensitive setting, ideally healthcare or patient services.
A medical or clinical background is a plus, but not required.

Skills

Process improvement
Team leadership
Metrics analysis
Root cause analysis
Scaling operations
Cross-functional collaboration
Adaptability
Strategic planning
Hiring and performance management
Interpersonal skills
Fluent German
Strong English

Location

Germany

Work Type

Full-time

Experience Level

Mid-level to Senior

Salary/Compensations

€55,000 – €75,000 gross per year

Benefits

Additional benefits

About the Company

Eucalyptus is on a mission to make good health last a lifetime, focusing on better long-term care for people living with obesity.
Eucalyptus is part of Hims & Hers, a global leader in personalized health and wellness.
Eucalyptus operates Juniper, a large weight-management program combining medication with personalized nutrition, movement support, and clinician-led care.
Juniper's approach has shown significant patient weight loss in clinical research.
Eucalyptus supports patients across 5 markets and has received NICE endorsement for NHS services.
The company is focused on scaling its operations to support more patients while maintaining high standards of care.

Equal Opportunity

Eucalyptus values individuals from all backgrounds, experiences, and perspectives.
Reasonable adjustments can be requested during the interview process.
AI-assisted tools are used to support teams, but all hiring decisions are made by people.
Every application is reviewed by a member of the recruitment team.