Strategy & Operations Manager - Patient Support

What You'll Do

You will own a portfolio of high-impact initiatives (typically 2+ at a time) that materially improve patient outcomes and drive meaningful business value for Juniper/Eucalyptus. This is an outcomes-first role: you’ll be accountable for moving core metrics like retention, LTV, patient effort, CSAT/NPS, speed to resolution and contribution margin, not just delivering projects. Build a category-defining Patient Operations engine (patients choose us—and stay) with different project examples:

• Own the end-to-end retention and experience roadmap for the highest-leverage patient journeys (e.g., onboarding → first outcomes, medication support, renewals, cancellations), identifying where trust breaks and redesigning journeys to reduce friction and increase long-term adherence
• Translate patient + commercial problems into clear hypotheses, measurable success metrics, and an execution plan that ships improvements fast and compounds over time
• Drive step-change performance in our operating model (triage, QA, macros, knowledge base, escalation paths), reducing repeat contacts and backlog while improving patient confidence and resolution quality
• Define and operationalise world-class service levels (SLAs), staffing models, and capacity plans across peaks, new launches and campaign periods—so we are predictably excellent at scale
• Partner with Product/Engineering to build operational platform capabilities (automation, self-serve, workflow tooling, dashboards) that reduce patient effort, improve quality, and lower cost-to-serve—directly improving contribution margin