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.

About the role
We're looking for a dedicated Process Automations Manager to revolutionise how our patients interact with our support teams. In this critical London-based role, you'll lead a team focused on identifying, designing, and implementing automation solutions and process improvements to make patient interactions more seamless and efficient. Your work will directly enhance patient experience and scale our support operations, thriving in an international environment.

What You’ll Be Doing

• Strategy & Roadmap: Develop and execute a comprehensive strategy for automating patient interactions and optimising support workflows, including self-service, chatbots, and AI-driven solutions.
• Team Leadership: Lead, mentor, and inspire a team of specialists (e.g., process analysts, automation developers, CX designers) focused on automation and efficiency initiatives.
• Process Analysis & Design: Conduct in-depth analysis of current patient support processes to identify bottlenecks and opportunities for automation and efficiency gains.
• Solution Implementation: Oversee the end-to-end implementation of automation projects, from concept to deployment, ensuring solutions are robust, scalable, and meet defined success metrics.
• Collaboration: Work closely with Patient Support Operations, Product, Engineering, and Clinical teams to integrate automated solutions and ensure alignment with patient needs and business goals.
• Performance Monitoring: Define, track, and report on key metrics related to automation effectiveness (e.g., deflection rate, reduced AHT, improved CSAT, cost savings).
• Change Management: Lead change management efforts to ensure successful adoption of new tools and processes by both support teams and patients.
• Innovation & Research: Stay at the forefront of automation technologies, AI in customer service, and efficiency best practices.

About you

• Minimum 7+ years of experience in roles focused on process improvement, automation, digital transformation, or operational efficiency.
• At least 3 years in a leadership/team lead capacity.
• Proven experience with automation tools and platforms (e.g., RPA, chatbot platforms, AI/ML-driven support solutions).
• Proficiency with CRM systems (e.g., Zendesk) and Atlassian products (Jira, Confluence) is highly valued.
• Strong leadership skills with a track record of building, developing, and inspiring high-performing teams.
• This role is UK-based, requiring on-site presence at our London office 3 times a week.

Benefits

• Your own stake in the business with our employee options program
• Newly opened HQ in vibrant Old Street, designed for focus and collaboration
• A flexible hybrid setup: 3 days a week in our Old Street office
• A monthly wellness allowance
• A yearly personal development budget and 3 extra days of leave
• 25 days holiday + bank holidays with an enhanced parental leave policy
• Your own MacBook and more!

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process.