Operations Manager, Patient Experience, UK London, England
Job description
Eucalyptus (or 'Euc' for short) is a healthcare technology organisation on a mission to deliver high-touch, high-quality care to millions of patients. We have 4 healthcare brands that form the connective tissue between telehealth consults with doctors, pharmacy delivery and ongoing patient care. Our goal is to provide a differentiated and comprehensive care experience for a wide variety of patients and conditions.
We're well funded, having raised over $100M with our Series C round led by Aussie and US venture capital funds who were early backers of Airbnb, Canva, Uber, and Spotify.
We're not your typical start-up, and we don't want typical candidates either. If you're an out-of-the-box thinker, a trendsetter, a risk-taker, and passionate about making a difference in the world, and be a part of building something extraordinary – keep on reading!
About The Role
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 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.
What you'll do (Responsibilities):
Be based in London - reporting to our Operations Lead, also based in London. Work across multiple operations work-steams including: supply-chain, pharmacy fulfilment, health coaching, patient experience and new product development.
In operations we think about three things: quality, safety and efficiency….
Do our patients receive the highest quality interactions? Do we maintain our high safety standards as we grow? Are there ways to increase our efficiency and reduce COGS while not compromising on quality or safety?
Your work in this role 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.
Examples of projects you may own could include:
- Run monthly operations P&L reporting and analysis with assessment on how to optimise COGS… then go do it! (negotiate contracts, source new suppliers etc.)
- Support the pharmacy team in building the fulfilment process for scale, to go from shipping hundreds of orders per day to thousands
- Design a dashboard and roll out a management framework for our healthcare practitioners
- Assess manual tasks that are driving yield loss for our health coaching team and use no code solutions to increase utilisation
- We're growing quicker than expected…get stuck into hiring and head to our pharmacy for a few days to help the team pack boxes!
About You (Skills and Experiences)
At least 2-5+ 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)
- 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 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 the UK alone - we have gone from 0 to 3,000+ patients in just 8 months! We are proud to have built a patient-centric platform that provides end-to-end healthcare at scale.
Work with best-in-class doctors, specialists, pharmacists, and medical professionals from all over the world. Learn from some world-class marketers, engineers, creatives, operations specialists, and medical professionals - joining a diverse team from McKinsey, Bain, Atlassian, Canva, Google, Optiver, Koala, Manual and many many more.
We value building together, with 3 set days in office.
Fun office parties and team dinners so you can bond with your team regularly.
Offer a competitive remuneration package plus government contributions.
Eucalyptus and brand merch designed by our very own in-house creative team.
