Operations Team Lead

About Eucalyptus We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care. Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness. Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times. Our Growth Story: Supporting patients living with obesity across our 5 markets Received selective NICE endorsement to provide services to the NHS Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada. About the role You'll sit at the intersection of clinical excellence and patient experience — a truly unique leadership role in digital healthcare. At Eucalyptus, patients are at the core of everything we do. As the leader of our Australian Medical Support team, you'll be the champion of the patient relationship: cultivating the link between our patients and the business, challenging the status quo, and ensuring every interaction delivers real value. You'll drive operational efficiency across quality, reliability, and patient satisfaction — while working in close alignment with our Manila teams and leveraging automation and AI to deliver safe, fast, and meaningful patient outcomes at scale. What you'll be doing Lead and develop a world-class patient care team. You'll lead our Sydney-based Medical Support team, setting the bar for clinical standards in collaboration with our Clinical Operations Lead and creating an environment where your team can do their best work. Champion a patient-first approach. Embed empathy into every decision by deeply understanding patient needs — ensuring every improvement to our patient journey makes patients feel safe, informed, and supported. Build scalable systems and processes. Design and implement workflows, playbooks, and training that enable consistent, high-quality support across all clinics and geographies. Leverage data and insights. Use analytics to forecast demand, track performance, identify root causes, and drive proactive improvements across the patient journey. Be the ultimate escalation point. For complex patient enquiries across our Sydney HQ and offshore support teams, you'll be the senior decision-maker — solving, escalating to Clinical Operations where needed, and working cross-functionally with clinical, operations, and product teams to identify risks and drive process improvements. About you Experienced operator — proven background in customer support, service operations, or patient experience at scale; experience in healthcare, digital health, or regulated industries is a plus. People leader — skilled at leading large, distributed or offshore teams; you set a high bar, lead by example, and build resilient, motivated people around you. Clear communicator — you craft compelling communications across all levels of an organisation, from frontline agents to executive stakeholders. Data-driven — track record of improving service performance through insights, analytics, and experimentation. Persistent — you find solutions where others see roadblocks and keep momentum through change and ambiguity. Reflective — you actively seek feedback, know when to ask for help, and model that behaviour for your team. Systems thinker — you look for structural improvements, not just case-by-case fixes. Mission-aligned — you're genuinely excited about the intersection of technology, healthcare, and patient outcomes, and want to help shape what best-in-class digital care looks like. Nice to have Experience in or curiosity about…