Medical Support Operations Lead

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.

Juniper patients in Germany get something most online clinics don't offer. When they have a question about side effects, their dose or an upcoming operation, they can pick up the phone or email someone with real medical expertise. Alongside their medication, our health coaches guide them through nutrition and movement month by month, from getting used to treatment to working through a plateau.

That human support is a big reason patients choose Juniper and stay with us. The teams behind it are strong, motivated and rated highly by patients. The next chapter is scale. Patient numbers in Germany are growing quickly and we're expanding medical support across verticals. We need to support far more patients without diluting the care that sets us apart, and without growing the team at the same rate as demand.

That's the problem you'll own.

You'll lead our Medical Support and Health Coaching functions in Germany. Our medical Support function is a team of 12-15 medical support associates, Health Coaching is of 6-8 Coaches. Medical Support takes up roughly 70% of your focus, with Health Coaching making up the rest.

Your seniors own the day-to-day: ticket flow, quality checks and weekly 1:1s with their teams. You'll work one level up, focused on the bigger questions. Are our processes working? Is the team set up the right way? What do both functions need to look like when we're supporting twice as many patients? How do we ensure our patients are receiving best in market service - getting the highest value and care we can give.

The human touch, through a digital medium.

You'll report to the Head of Operations Germany, with a dotted line to our global Patient Operations lead. You'll also work closely with the Patient Experience lead in Germany, with product, engineering, legal and clinical operations, and with our medical support and health coaching teams in the UK and Australia.

Your first month is about getting close to the work. You'll read tickets, shadow associates, sit in on coaching calls and webinars, and spend real time with your seniors and clinical operations before you change anything. Your aim is to understand first and act second.

You'll:

• Lead and develop your team seniors, giving them the room and support to grow into strong operators
• Own the metrics that show whether patients are well looked after: response times, resolution, CSAT and quality. When something drifts, spot it early and get to the root cause
• Map how medical questions are handled today, from first contact to resolution, and fix the steps that slow patients down
• Scale health coaching so more patients benefit from it. That could mean growing our webinars from around 200 patients to 800, simplifying how coaches prepare, or rethinking the offer itself
• Partner with product and engineering on in-app content and tools that answer common questions before they become tickets
• Involve clinical operations, locally and globally, and legal whenever a change touches clinical care
• Borrow what works from our UK and Australian teams and adapt it for German patients
• Build the plan for a much larger patient base: how the team is structured, what stays human and where we can be more efficient
• Shape who we hire into both teams and define what great looks like in each role
• Tighten the handoffs with Patient Experience so patients reach the right team the first time

You've spent most of your career (probably 7–12 years), running…