Operations Associate, Germany

Location: Berlin, Germany_
- Role type: Permanent full-time (hybrid working)_

Healthcare is usually slow and boring. We believe in its potential to be exciting and dynamic. But changing the healthcare experience is hard - and we're gonna need all the help we can get

**About us**:
**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 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 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 & attenti