Operations Manager
Posted on:
August 12, 2026
Job description
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.
Responsibilities
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.
Job requirements
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 telehealth environments and GLP-1 treatments.
- Familiarity with offshore or distributed team operations.
