Strategy & Operations Manager - Patient Support

About The Role

Building the world’s largest digital healthcare company means lots of exciting challenges. We will be:

• Scaling & improving our existing Weight offering
• Launching new exciting product lines and treatments
• Creating a world class mobile experience

The Strategy & Ops Manager will work on the most pressing projects in our function, acting as a ‘swiss army knife’ and reporting to the Head of Patient Operation. You will work closely with leaders in our business across different sites and complete strategic analysis, collaborate with clinical, operations, product and growth to execute on key initiatives, and be a thought partner to the leaders you work with.

No day will be the same. If you’re hungry to make an impact, and excited to one day be a leader in a world-class business - this role is for you.

What You'll Do

You will own a portfolio of high-impact initiatives (typically 2+ at a time) that materially improve patient outcomes and drive meaningful business value for Juniper/Eucalyptus. This is an outcomes-first role: you’ll be accountable for moving core metrics like retention, LTV, patient effort, CSAT/NPS, speed to resolution and contribution margin, not just delivering projects.

Build a category-defining Patient Operations engine (patients choose us—and stay) with different project examples:

• Own the end-to-end retention and experience roadmap for the highest-leverage patient journeys (e.g., onboarding → first outcomes, medication support, renewals, cancellations), identifying where trust breaks and redesigning journeys to reduce friction and increase long-term adherence
• Translate patient + commercial problems into clear hypotheses, measurable success metrics, and an execution plan that ships improvements fast and compounds over time
• Drive step-change performance in our operating model (triage, QA, macros, knowledge base, escalation paths), reducing repeat contacts and backlog while improving patient confidence and resolution quality
• Define and operationalise world-class service levels (SLAs), staffing models, and capacity plans across peaks, new launches and campaign periods—so we are predictably excellent at scale
• Partner with Product/Engineering to build operational platform capabilities (automation, self-serve, workflow tooling, dashboards) that reduce patient effort, improve quality, and lower cost-to-serve—directly improving contribution margin
• Work cross-functionally with Clinical Ops, Pharmacy, Supply Chain/Fulfilment and Growth to resolve systemic issues that harm patient experience (e.g., prescription delays, delivery issues, eligibility/information gaps) and prevent them recurring

Drive stakeholders to decisions and shipped outcomes (strategy → impact)

• Build business cases that quantify patient, revenue, and margin impact; influence prioritisation so the team invests in the highest-return work
• Lead cross-functional delivery end-to-end: align scope, success metrics, dependencies and milestones; drive trade-offs; unblock teams; and hold a high bar for pace and quality
• Create clarity in ambiguity: define the “what” and “why,” then build the operating cadence and accountability to make it happen

Be a strategic owner for Patient Operations leadership

• Act as a thought partner to Patient Ops leaders on operating model, ownership, escalation governance, and workforce strategy as we scale across markets
• Work with Analytics to build a measurement system that links patient experience to business performance (retention, adherence, patient effort, CSAT/NPS, resolution time, cost-to-serve, contribution margin), and turn insights into prioritised roadmaps that deliver durable improvements

About You

Experience & Background

• 5+ years in high-velocity, high-ownership environments - preferably including some time in consulting/banking and 1-2 years in an strategy or operations role at a start-up
• Exceptional problem solver with structured thinking - can break down ambiguous challenges, generate hypotheses, and test them systematically
• Hands-on - not afraid of ‘rolling up the sleeves’ and getting the nitty gritty done to move projects forward
• Strong communication and execution focus - able to present complex ideas clearly and drive projects forward with incomplete information
• Product sensibility - understanding of how to design things people want, whether through formal product experience or adjacent roles
• High agency and comfortable with ambiguity - takes ownership, finds solutions, and thrives when priorities shift and new challenges emerge
• Business acumen & big-picture thinking — can connect day-to-day work to the wider business context, and identify what will most immediately move outcomes for the function (patient + commercial)

Bonus Points

• Healthcare or regulated industry experience
• Experience building propositions or products that drive behaviour change
• Previous startup or scale-up experience

So, Why Join Eucalyptus?

• Make real impact, fast - We build in the open together, which helps us learn and iterate more quickly so we can 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 everyday, 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
  • 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
  • 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