Patient Operations Lead, UK

Eucalyptus; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Eucalyptus is seeking a Head of Patient Operations, UK to own the performance of Juniper’s patient support in the UK. You will lead a team handling chat, email and phone inquiries from first questions through ongoing care, driving fast, safe and cost-efficient operations.

You’ll own the UK patient experience, partner with Clinical and Product teams, and push automation to scale while preserving a human touch in a regulated, high-growth environment.

Qualifications

• Proven track record owning performance of a support function in regulated settings.
• Experience in healthcare/telehealth with clinical or patient-safety focus preferred.
• Analytical mindset; translate patient voice into product/process decisions.
• Strong knowledge of support metrics, capacity planning, and automation.
• Commercial thinking: cost-to-serve and retention considerations.

Responsibilities

• Own UK patient support end-to-end: response times, resolution, satisfaction, quality.
• Lead medical support: side-effect management and clinical escalations with safety and compliance.
• Balance standardisation with local nuance; tailor policies for UK patients.
• Champion the patient: translate feedback into actionable insights for product and process.
• Scale through automation and self-serve while preserving human touch.
• Run a tight operation: set rhythm, plan capacity, uphold quality and delivery.
• Collaborate with Growth, Product, Clinical and Finance to hit UK targets.

Skills

Customer experience optimization

Data analysis

Healthcare/regulatory knowledge

Automation & self-serve

Stakeholder collaboration

Leadership & accountability

Tools

CRM tools

Support tooling

Job description

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, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and 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, and 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, and 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, and 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, and 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, and perspectives, and 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, and every application is reviewed by a member of our recruitment team.