Operations Associate / Manager

Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world’s biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as obesity, diabetes, and mental health.

Founded in Australia in 2019, we have now helped over 500K patients globally by combining technology, design and operational excellence to help patients access the best clinical support when they need it - wherever they are.

Our 5 clinics (Juniper, Pilot, Kin, Software, & Compound) focus heavily on personalising the experience for different demographics and are powered by a growing team across 6 countries (Australia, UK, Germany, Japan, South Africa and the Philippines).

We’ve raised over AUD$160M in funding from Aussie and Silicon Valley investors who were early backers of Uber, Canva and AirBnb. With plans to launch into several more markets, offline channels, and tackle new conditions.

We’re looking to continue building our team of executional weapons who are passionate about healthcare, aren’t afraid to work hard, and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally.

About the role (What you’ll be doing)

We’re looking for our very own ‘smooth operator’ to contribute to scaling and optimising our operations functions.

Operations can be messy and sometimes a quick-and-dirty solution is the right one. At other times, rigour is rewarded. Ops Associates / Managers are incredibly structured thinkers with relentless focus on understanding the ‘why’, forming testable hypotheses and using data to drive decisions. You synthesise tonnes of info; you build a clear vision; you document your work - in short, you turn chaos into clarity. You’re also an inspiring people leader who is good at developing people and operating in a fast moving/changing business.

What you’ll do (Responsibilities):

You’ll have the opportunity to dive deep into our patient-facing functions, such as Clinical Operations and Patient Experience, and be laser focused on ensuring we provide a great service experience to every single patient that joins our digital clinics.

In operations we continually think about three things: cost, quality, and scale…

Do our patients have the highest quality interactions every single day? Do we maintain our high safety standards as we grow? Are there ways to increase our efficiency and reduce costs while not compromising on quality or safety?

Your work as Operations Associate / Manager will be a mixture of BAU and project based work to improve the above three areas as we scale. You’ll dive deep on a problem, using data to truly understand it, weigh potential solutions and then execute. You’ll build solutions that are ‘good enough’, then iterate. You’ll also be accountable for the productivity and effectiveness of the team you manage.

The responsibilities of this role will include:

• Leading a team of patient-facing roles
• Driving results in customer satisfaction and first response time
• Coaching & developing your team to drive greater results
• Run a strong customer focused rhythm with the team to empower people to deliver excellent customer service
• Identify opportunities to increase productivity to respond to customers & patients faster

Examples projects you could own:

• Assess manual tasks that are driving yield loss for our patient-facing teams, and find simple technical solutions to improve hand-off of patient enquiries across functions
• Continually assess workforce cost & redundancy, finding smart ways to improve & accelerate interactions without compromising quality & safety
• Dive deep into patient interactions, speak to our patients, and understand friction points in the experience then deliver solutions to eradicate them
• Input into company-wide product decisions to improve our technical platforms in PX & Clinical Ops

About You (Skills and Experiences)

At least 2+ years in consulting, technology, venture capital and / or start-up space (particularly in an operational role, and bonus for prior experience working with / for B2C consumer brands)

• Leadership experience: You have experience leading a team and / or have a strong desire to do so. Guiding and developing your team while also improving their effectiveness can be difficult.
• German native-level with strong English skills: Native German and fluent English skills to assist your team in their day-to-day work communicating with patients (in German) while working with EUC teams in English
• A skilled problem solver: Robust analytical capabilities & attention to detail, with the ability to synthesise findings, draw out insights and execute on recommendations.
• Manage many things at once: Strong ability to prioritise, take initiative to manage a project end to end and communicate what’s important to key stakeholders.
• Executional powerhouse: Strategy is simple, achieving it through flawless execution is what’s hard. Maintaining momentum will require good judgment and acting quickly within a fast-paced environment.
• Team player: We’re still a small (but growing!) team and there will be blurred lines between roles. We will all need to pitch in to get the job done. This includes being ready to help others, motivating the team and prioritising what will move the needle, regardless of task or team.
• Strong generalist toolkit: Exceptional written, presentation, and verbal communications skills that can be applied across organisational levels, countries and cultures. Comfortable with numbers and synthesising data into clear insights and opportunities.

So, why join Eucalyptus?

• We are on a growth journey, in Germany alone we are looking to 4x our business by the end of the year.
• Work with best-in-class doctors, specialists, pharmacists, and medical professionals from all over the world, and our 5 clinics speak to different people at different stages of their life and needs
• Strong culture of work-life balance, supported by flexible working hours and hybrid working possibilities
• We are proud to have built a patient-centric platform that provides end-to-end healthcare at scale.
• Learn from some world-class marketers, engineers, creatives, operations specialists, and medical professionals - joining a diverse team from Atlassian, Canva, Google, McKinsey, Bain, Optiver, Koala, Manual and many many more.
• Offer a competitive remuneration package plus wellness benefits for gym membership, classes, or anything else to support your physical and mental wellbeing
• Fun office parties and team dinners so you can bond with your team regularly
• Eucalyptus and clinic merch designed by our very own in-house creative team