Patient Operations Lead, UK
About the role
As Patient Operations Lead, 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 the performance of UK patient support - 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 - Monitor and analyse medical support performance to determine what the right — 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 teams and partners accountable to a high standard — through influence, clear metrics, and a relentless focus on quality. 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.