Operations Manager - Contact Center, Australia Support

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.

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:

• 130% YoY revenue growth and a 90% reduction in cash burn, with $100M+ raised from investors including BOND, NewView, Blackbird and Airtree.

• Supported over 350k patients living with obesity across our 5 markets

• Received selective NICE endorsement to provide services to the NHS.

• Tailored our offering to thousand of patients in Germany and Japan

About the role

We’re looking for an Operations Manager to own and elevate the day-to-day performance of our Patient Support function in the Philippines. This role is critical in ensuring operational excellence across quality, reliability, patient satisfaction, and cost, while enabling teams to scale with clarity and accountability.

You’ll act as the operational owner of the teams: empowering team leads, proactively identifying risks before they escalate, and driving continuous improvement across systems, people, and processes. This is a role for someone who combines first principles thinking with flawless execution, and thrives in a high-growth, transformational environment.

What you’ll be doing

Operational Ownership & Performance

• Own end-to-end service delivery across patient-facing channels (phone, chat, email), ensuring SLAs, quality standards, and patient satisfaction targets are consistently met.

• Proactively identify performance risks, operational bottlenecks, and quality gaps, surfacing issues early with clear recommendations and executing solutions seamlessly.

• Build and maintain clear operating rhythms (reporting, escalations, governance forums) that drive visibility and accountability.

• Ensure operational readiness for new launches, process changes, and cross-functional initiatives.

Continuous Improvement & Change Leadership

• Champion change management initiatives as tools, systems, and processes evolve.

• Drive structured continuous improvement efforts across workflows, quality frameworks, and cost-to-serve.

• Lead root cause analysis and implement sustainable fixes, not just short-term patches.

• Foster a culture where experimentation, learning, and innovation are encouraged.

Financial & Resource Management

• Manage capacity planning, resource allocation, and cost control to ensure efficiency and scalability.

• Support forecasting and workforce planning in collaboration with leadership.

• Maintain visibility on operational costs and productivity levers.

People Leadership & Team Enablement

• Lead, coach, and empower team leads and supervisors, developing strong, accountable frontline leaders.

• Embed a performance-driven, meritocratic culture where outcomes matter.

• Establish clear expectations, feedback loops, and development pathways.

• Ensure strong engagement and sustainable performance across shifts.

Cross-Functional Collaboration

• Act as the operational liaison between AU Patient Support and cross-functional teams (Automations, UK Patient Support, Product, Engineering).

• Influence stakeholders with data-backed insights and clear recommendations.

• Represent the function and ensure alignment between operational reality and business goals.

About you (Who you are)

Skills & Experience

• 6–10+ years of experience in service delivery, operations, or customer/patient support leadership (healthcare or health-tech preferred).

• Proven experience managing and scaling support or operations teams in a fast-paced environment.

• Strong analytical capability, comfortable working with metrics, dashboards, and operational data to inform decisions.

• Experience owning SLAs/KPIs, forecasting, workforce planning, and cost management.

• Demonstrated success leading change initiatives and driving operational transformation.

• Confident decision-maker with the ability to make, defend, and execute high-quality decisions quickly.

• Experience operating in or supporting AU, UK, or similar regulated, high-bar service markets, with a strong understanding of regional nuances in customer care and expectations.

• You are familiar with ticketing and collaboration tools like Zendesk and Slack.

Behaviours & Attitudes

• You act like an owner, conscientious and fully accountable for outcomes.

• You detect problems early, raise them proactively, and come prepared with solutions.

• You balance strategic thinking with hands-on execution, no task is beneath you.

• You champion continuous improvement and are not afraid to challenge the status quo.

• You influence and collaborate effectively across functions and cultures.

• You lead with empathy while holding a high performance bar.

• You thrive in ambiguity and high-growth environments, bringing structure and clarity where needed.

• You’re happy to spend 3 days a week with your teams at our brand new office in Makati.