# Patient Operations Lead, Germany

**Company**: Eucalyptus
**Location**: HQ - Berlin, DE
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: €80,000 - €100,000
**Category**: Healthcare
**Industry**: Healthcare

**Apply**: https://job-boards.greenhouse.io/eucalyptus/jobs/4750694005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_79439b24-d66

## Description

We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.

As Patient Operations Lead, Germany, 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 German patients.

## Responsibilities

- Own the performance of German 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.

- Define the service. Decide the channels, opening hours, response and resolution targets and proactive touchpoints German patients get, and set them to support retention and revenue targets for the market. Review them as volumes and patient needs change.

- Lead medical support. Monitor and analyse medical support performance, including side-effect management and clinical escalations, making sure clinical queries are handled safely, compliantly and quickly, in close partnership with our clinical team.

- Partner on best practice and tailor it to Germany. Work with global stakeholders on best practice, and bring it into Germany in the way that suits German patients: tone, channels, hours and policies. Spot where this market needs something different, make the case for it, and deliver what is in the best commercial interest of the market and the patient experience.

- Champion the patient. Be the voice of the German 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, fixing it for good, 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 and across markets. Partner with Growth, Product, Clinical and Finance to hit Germany targets and feed patient insight into the roadmap. Share what works with the other markets, so the processes you build in Germany can be rolled out globally.

## Requirements

- 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, always asking why until you reach the root cause, 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, including how channels, hours and service levels support retention and revenue.

- Comfortable being the accountable owner: setting the bar, holding people and partners to it, and keeping a calm, high-quality operation under pressure.

- Fluent in German and English.

- Based in Berlin, or happy to relocate there.

## Benefits

- Salary: €80,000 - €100,000 plus RSUs and other benefits

- Annual learning budgets and three days of professional development leave

- Peer shadowing and global knowledge-sharing culture

- 28 days of annual leave

- Wellness allowance

- 3 weeks of work-from-anywhere per year

- Hybrid work focused on impact

- Regular socials

## Skills

### Required
- German
- English
- support metrics
- capacity planning
- automation
- continuous improvement
- data analysis

### Nice to have
- AI
- Lean
- Six Sigma
- Kaizen

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/eucalyptus/jobs/4750694005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)