Process Automation Manager

Eucalyptus; City Of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading healthcare technology company is seeking a Process Automations Manager to enhance patient interactions and lead automation initiatives in London. The ideal candidate will have over 7 years of experience in process improvement and team leadership, preferably in healthcare. Responsibilities include developing automation strategies, overseeing implementation projects, and driving performance monitoring. This role requires on-site presence 3 times a week.

Benefits

Employee options program

Flexible hybrid setup

Monthly wellness allowance

Professional development budget

25 days holiday + bank holidays

Qualifications

• Experience in process improvement or automation roles.
• Strong background in healthcare or high-volume customer service.
• Proven ability to lead teams and drive change.

Responsibilities

• Develop automation strategies and optimize support workflows.
• Lead a team focused on automation solutions.
• Monitor performance metrics related to automation effectiveness.

Skills

Process improvement

Automation expertise

Team leadership

Analytical skills

Education

Minimum 7+ years in relevant positions

Tools

RPA tools (e.g., UiPath, Blue Prism)

CRM systems (e.g., Zendesk)

Atlassian products (e.g., Jira, Confluence)

Job description

About the role

We're looking for a dedicated Process Automations Manager to revolutionise how our patients interact with our support teams. In this critical London-based role, you'll lead a team focused on identifying, designing, and implementing automation solutions and process improvements to make patient interactions more seamless and efficient. Your work will directly enhance patient experience and scale our support operations, thriving in an international environment.

What You’ll Be Doing

• Strategy & Roadmap: Develop and execute a comprehensive strategy for automating patient interactions and optimising support workflows, including self-service, chatbots, and AI-driven solutions.
• Team Leadership: Lead, mentor, and inspire a team of specialists (e.g., process analysts, automation developers, CX designers) focused on automation and efficiency initiatives.
• Process Analysis & Design: Conduct in-depth analysis of current patient support processes to identify bottlenecks and opportunities for automation and efficiency gains. Design future-state processes that leverage technology.
• Solution Implementation: Oversee the end-to-end implementation of automation projects, from concept to deployment, ensuring solutions are robust, scalable, and meet defined success metrics.
• Collaboration: Work closely with Patient Support Operations, Product, Engineering, and Clinical teams to integrate automated solutions and ensure alignment with patient needs and business goals.
• Performance Monitoring: Define, track, and report on key metrics related to automation effectiveness (e.g., deflection rate, reduced AHT, improved CSAT, cost savings). Use data to drive continuous optimisation.
• Change Management: Lead change management efforts to ensure successful adoption of new tools and processes by both support teams and patients.
• Innovation & Research: Stay at the forefront of automation technologies, AI in customer service, and efficiency best practices, bringing new ideas and tools to the organisation.

About you (Who Are We Looking For)

• Minimum 7+ years of experience in roles focused on process improvement, automation, digital transformation, or operational efficiency, with at least 3 years in a leadership/team lead capacity. Experience in a healthcare or regulated industry, or high-volume customer service environment, is a strong plus.
• Proven experience with automation tools and platforms (e.g., RPA, chatbot platforms, AI/ML-driven support solutions). Strong analytical skills, capable of data-driven decision-making. Proficiency with CRM systems (e.g., Zendesk) and Atlassian products (Jira, Confluence) is highly valued.
• Exceptional ability to break down complex problems, identify root causes, and design innovative, scalable solutions.
• Strong leadership skills with a track record of building, developing, and inspiring high-performing teams. Excellent communication and stakeholder management abilities across diverse internal and international teams.
• Comfortable working in a fast-paced, evolving environment, demonstrating cultural awareness and adaptability within an international setting.
• This role is UK-based, requiring on-site presence at our London office 3 times a week. You will primarily work UK standard business hours, with some flexibility to accommodate occasional evening or weekend work as business needs dictate, especially when collaborating with international teams. Some travel may be required for internal meetings.

So, why join Eucalyptus?

• Make real impact, fast - We build in the open together, which helps us learn and iterate more quickly to deliver high-quality outcomes faster than anyone else. Helping impact patients’ lives for the better from the moment you join Euc.
• You’ll be supported to accelerate your career - Regular feedback alongside our bi-annual performance reviews, a professional development budget & leave help ensure you have the support you need to level up. We’re committed to helping every Eucalypt reach their full potential.
• You’ll work with others who are incredibly passionate about what they do - Our talent bar is high, and our work ethic is strong. You’ll get to stretch yourself every day, be given autonomy to tackle interesting problems, and work amongst people who care deeply about our patients.
• We also offer a range of benefits including
  • Your own stake in the business with our employee options program
  • Newly opened HQ in vibrant Old Street, designed for focus and collaboration
  • A flexible hybrid setup: 3 days a week in our Old Street office
  • A monthly wellness allowance, for you to spend on whatever wellness means to you
  • A yearly personal development budget and 3 extra days of leave to continuously up-skill yourself
  • 25 days holiday + bank holidays with an enhanced parental leave policy
  • A fun office with regular socials including after-school sport, clubs, cycle kick-offs, and seasonal parties. We had our winter social in Paris last year!
  • Your own MacBook and more!
• Want to hear more about what it’s like to work at Eucalyptus? Hear from our team here or check us out on Instagram @eucalyptus.health

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.

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