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About the Role
As Patient Operations Lead, Germany, you will own the performance, efficiency, and patient fit of Juniper's patient support experience in the German market. You will be the primary point of contact for all support-related matters, managing a team that assists patients across chat, email, and phone throughout their care journey. Reporting to the Head of Patient Operations, this role is ideal for someone who identifies and resolves issues by building effective processes. As Germany is part of a rapidly expanding international operation, successful initiatives may be implemented globally. You will collaborate with global stakeholders on best practices, ensuring optimal outcomes for both the German market and patient experience, while maintaining a fast, safe, and cost-effective operation.
Responsibilities
- Own the performance of German patient support, including response times, resolution rates, satisfaction, and quality across the patient journey.
- Diagnose and resolve underperforming support areas.
- Define the patient support service, including channels, operating hours, response and resolution targets, and proactive touchpoints to support retention and revenue.
- Monitor and analyze medical support performance, including side-effect management and clinical escalations, ensuring safe, compliant, and timely handling of clinical queries in partnership with the clinical team.
- Partner with global stakeholders on best practices and tailor them to the German market, considering tone, channels, hours, and policies.
- Identify unique market needs, advocate for them, and implement solutions that benefit the market commercially and enhance the patient experience.
- Act as the voice of the German patient, translating feedback and support data into actionable insights for the business.
- Drive automation and self-serve solutions to improve efficiency and patient experience while reducing costs.
- Maintain a high standard of operation by holding teams and partners accountable through clear metrics and a focus on quality.
- Set the operating rhythm, plan capacity for growth, and uphold quality and delivery standards.
- Collaborate with Growth, Product, Clinical, and Finance teams to achieve German targets and integrate patient insights into the product roadmap.
- Share successful processes and learnings with other markets for potential global rollout.
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, identify root causes, and translate patient feedback into product and process improvements.
- Proficiency in support metrics, capacity planning, and support tooling, with a focus on automation and continuous improvement.
- Commercially minded, considering cost-to-serve and retention alongside service levels.
- Ability to translate market nuances into operational decisions that support retention and revenue.
- Comfortable taking accountability, setting high standards, and maintaining a calm, high-quality operation under pressure.
- Fluent in German and English.
- Based in Berlin or willing to relocate.
Skills
- Data analysis
- Process improvement
- Automation
- Continuous improvement
- Capacity planning
- Support metrics
- Stakeholder management
- AI
- Lean
- Six Sigma
- Kaizen
Location
- Berlin
Work Type
- Hybrid
Experience Level
- Mid-level
- Senior-level
Salary/Compensations
- €80,000 - €100,000
Benefits
- RSUs
- Annual learning budgets
- Three days of professional development leave
- Peer shadowing
- Global knowledge-sharing culture
- 28 days of annual leave
- Wellness allowance
- Three weeks of work-from-anywhere per year
- Hybrid work
- Energizing office
- Regular socials
About the Company
- The world's leading consumer healthcare platform, supporting millions of patients globally.
- Driven by the belief that good health should last a lifetime.
- Aims to deliver personalized, high-quality, and empathetic care.
- Part of Hims & Hers, enabling larger scale operations and global reach.
- Focused on transforming healthcare delivery worldwide.
- Building a truly preventive healthcare ecosystem.
- On the path to becoming the world's largest international digital healthcare company.
Equal Opportunity
- Values individuals from all backgrounds, experiences, and perspectives.
- Embraces the unique qualities each person brings.
- Uses AI-assisted tools to support recruitment, but all hiring decisions are made by people.