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Salary: EUR 55,000 - 75,000 / annual
Eucalyptus (now part of Hims & Hers) operates Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalized nutrition, movement support, and clinician-led care. The company serves patients across five markets and has received selective NICE endorsement for NHS services.
You will lead the Medical Support and Health Coaching functions in Germany, managing two teams: Medical Support (12–15 associates, ~70% of your focus) and Health Coaching (6–8 coaches, ~30% of your focus). Your seniors handle day-to-day operations (ticket flow, quality checks, 1:1s); you work one level up on strategic questions: Are processes working? Is the team structured correctly? What do both functions need to look like at twice the patient volume? How do we maintain best-in-market service through digital channels?
You will report to the Head of Operations Germany with a dotted line to the global Patient Operations lead. You'll collaborate closely with the Patient Experience lead in Germany, product, engineering, legal, clinical operations, and peer teams in the UK and Australia.
Your first month focuses on understanding the work: reading tickets, shadowing associates, sitting in on coaching calls and webinars, and spending time with seniors and clinical operations before making changes.
Key responsibilities:
- Lead and develop team seniors, creating space for them to grow into strong operators
- Own metrics showing patient care quality: response times, resolution rates, CSAT, and quality scores; identify and root-cause drift early
- Map how medical questions flow from first contact to resolution; eliminate bottlenecks
- Scale health coaching to reach more patients (e.g., grow webinars from ~200 to 800 patients, simplify coach preparation, rethink the offer)
- Partner with product and engineering on in-app content and tools that answer common questions before they become tickets
- Involve clinical operations (locally and globally) and legal in changes affecting clinical care
- Learn from and adapt best practices from UK and Australian teams for German patients
- Build a scaling plan: team structure, what stays human, where efficiency gains are possible
- Shape hiring and define excellence for both teams
- Improve handoffs with Patient Experience to route patients correctly on first contact
Requirements:
- 7–12 years leading support or patient operations in high-touch or sensitive settings, ideally healthcare or patient services
- Proven track record improving processes hands-on, not just managing people who run them
- Experience in high-growth companies where priorities shift and multiple projects run concurrently
- Comfort working across functions and countries without direct authority
- Fluent German and strong English (you will read tickets, review content, and run quality checks in German)
- Medical or clinical background is a plus but not required; strong high-touch support experience is preferred
- Energy and ability to focus teams and drive momentum under pressure
