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.