ГерманияPatient Operations Lead, Germany
4 дн. назад
ГерманияLeadOnsite
patient supportoperations managementcustomer serviceteam leadership
Lead patient support operations in Germany to ensure efficient and high-quality patient care experience.
Обязанности
- As Patient Operations Lead, Germany, you own the performance of Juniper's patient support experience in this market: how well it works, how efficient it is, and how well it fits German patients. You'll be the single owner the Head of Germany comes to for anything support-related, working with a team that looks after patients across chat, email and phone, from their first questions through to ongoing care. You'll report to the Head of Patient Operations.
- This role is for someone who wants to get to the root of a problem and then build the process that fixes it. Germany is part of a fast-growing international operation, so the best of what you build here may be rolled out globally. You'll work with global stakeholders on best practice, and deliver what is best for the German market commercially and for the patient experience. You'll live in the detail, hold a high bar, and keep the operation fast, safe and cost-effective as we grow.
- Own the performance of German patient support. Response times, resolution, satisfaction and quality across every part of the patient journey. If support is underperforming, you diagnose it and fix it.
- Define the service. Decide the channels, opening hours, response and resolution targets and proactive touchpoints German patients get, and set them to support retention and revenue targets for the market. Review them as volumes and patient needs change.
- Lead medical support. Monitor and analyse medical support performance, including side-effect management and clinical escalations, making sure clinical queries are handled safely, compliantly and quickly, in close partnership with our clinical team.
- Partner on best practice and tailor it to Germany. Work with global stakeholders on best practice, and bring it into Germany in the way that suits German patients: tone, channels, hours and policies. Spot where this market needs something different, make the case for it, and deliver what is in the best commercial interest of the market and the patient experience.
- Champion the patient. Be the voice of the German patient inside the company. Turn feedback and support data into insight the business acts on, surfacing what patients are really telling us, going past the symptom to the root cause, fixing it for good, and closing the loop back into product, process and clinical improvements.
- Scale through automation. Push automation and self-serve so we handle more, faster, without losing the human touch, improving the experience while reducing the cost of delivering it.
- Run a tight operation. Hold teams and partners accountable to a high standard, through influence, clear metrics, and a relentless focus on quality. Set the operating rhythm, plan capacity for growth, and keep the bar high on quality and delivery.
- Work across the business and across markets. Partner with Growth, Product, Clinical and Finance to hit Germany targets and feed patient insight into the roadmap. Share what works with the other markets, so the processes you build in Germany can be rolled out globally.
Требования
- A proven support or customer-experience operator who has owned the performance of a support function and moved the numbers, not just managed a team.
- Experience in a regulated, high-growth, or healthcare / telehealth environment, ideally with a clinical or patient-safety dimension.
- Genuinely analytical: comfortable in the data, able to find the story in it, always asking why until you reach the root cause, and confident turning patient voice into decisions that change product and process.
- Fluent in support metrics, capacity planning and support tooling, with a real bias toward automation and continuous improvement.
- Commercially minded: you think about cost-to-serve and retention, not just service levels, and you translate market nuance into operational decisions, including how channels, hours and service levels support retention and revenue.
- Comfortable being the accountable owner: setting the bar, holding people and partners to it, and keeping a calm, high-quality operation under pressure.
- Fluent in German and English.
- Based in Berlin, or happy to relocate there.
Будет плюсом
- Experience partnering with global support partners and with stakeholders across markets.
- A track record of using AI or automation to transform a support operation.
- Exposure to continuous-improvement methodologies (Lean, Six Sigma, Kaizen or similar).
Другое
- We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.
- We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support.
- You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions.
- We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries.
- We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally.
- We hope that's you.
- What’s next - Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.
- Build something world-changing - We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.
- Make real impact - You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
- Accelerate your growth - You will have high ownership, continuous feedback, and dedicated development support.
- Join a motivated team - You will collaborate with talented peers to solve complex clinical and operational problems at scale.
- Shape your career – Access annual learning budgets and three days of professional development leave, peer shadowing, and global knowledge-sharing culture.
- Support at every stage – Enjoy 28 days of annual leave, wellness allowance, and 3 weeks of work-from-anywhere per year.
- Work where well-being matters – Enjoy hybrid work focused on impact, an energising office, and regular socials.
- The salary for this role will be €80,000 - €100,000 plus RSUs and other benefits.
- At , 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. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.