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Operations Lead, Spain
Careers at Eucalyptus
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 20
About this role
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. About the role Juniper has just launched in Spain, and we are looking for an Operations Lead to take it from its first patients to a reliable, scalable service. You will lead day to day operations for the Spanish business. The Prescriber, Medical Support and Patient Experience teams will report to you for operational management, and you will own our day to day operational relationship with our partner pharmacies. This is a hands-on, zero to one role. You will not inherit a finished playbook or a large management team. Some days that means designing the system, and some days it means working alongside the frontline team to unstick a single patient. What you’ll do * Own patient operations: Run operational delivery across onboarding, consultations and ongoing support, and coordinate reliable handovers to our partner pharmacies. Find where patients get stuck and remove the cause, not just the symptom. * Lead the local team: Set priorities, allocate work and build a patient-first culture across Prescriber, Medical Support and Patient Experience. Own hiring, coaching and performance for your direct reports, and plan staffing and cover as demand grows. * Run the pharmacy partnership: Be our day to day operational contact. Run launch-phase check-ins and monthly reviews against a shared scorecard covering handovers, dispatch, delivery, order accuracy and query response times. Hold both sides to their commitments and share demand forecasts early. * Build the operating system: Turn what we learn from the first patients into SOPs, training and a Spanish-language knowledge base. Track service quality, turnaround, satisfaction, retention and cost to serve, and manage operational costs within budget. * Scale responsibly: Work with Clinical Governance and Legal to turn approved requirements into practical, auditable processes. Make sure incidents and complaints are escalated, documented and closed out, and that growth never outpaces our ability to deliver safely. What we expect from you * You take problems through to resolution rather than recommending someone else solve them. * You stay close to the frontline and review real patient cases, including when the team is under pressure. * You hold external partners accountable without damaging the relationship. About you * You’ve built operations before: 5+ years carrying real operational accountability. You have launched a new market or service, or scaled a complex customer-facing operation. The number of years matters less than what you have actually run. * Your background: High-growth scale-ups, consulting or investment banking are typical backgrounds, however we are open to others. What matters is that you have made consequential calls at pace, with incomplete information. * You’re genuinely hands-on: You can investigate a support backlog, troubleshoot a handover with our partner, build a staffing plan or write and test a workflow yourself. You know when to do it and when to coach. * You’ve led people: Hired, developed and led teams, with clear expectations and a practical approach to performance. * You pull your own numbers: Comfortable in SQL or a BI tool like Sigma, and able to build and stress-test a model in Excel or Sheets. You use that to diagnose problems, forecast capacity and make real trade-offs rather than waiting on an analyst. * You bring clarity: You can take a messy operational problem and put a clear, well-evidenced recommendation in front of leadership, then align people across functions, countries and reporting lines behind it. * You work with AI: You already use AI tools to move faster, and you will push the team to do the same. * You’re based in Spain and fluent in Spanish and English: Leading teams, running partner discussions and writing clearly in both. Experience in digital health, healthcare services, subscription businesses or another regulated environment would be valuable, but is not essential. We’re more interested in what you’ve built and delivered than a particular career path. This is an operational leadership role; a clinical qualification is not required. Who you’ll be working with You will report to Alejandro Ugarte Limer, Head of International Expansion, and partner closely with Spain’s commercial leadership and our international Patient Operations, Clinical, Product, Growth, Finance, People and Legal teams. Why join us? * Build something from the beginning: Shape how a new healthcare business operates, rather than inherit a finished playbook. * Make a tangible difference: Your work will directly affect how patients access care and experience their treatment. * Have meaningful ownership: Take responsibility for consequential decisions and see the results of what you build. * Learn from an international team: Work alongside experienced operators, clinicians and technology teams, adapting proven approaches to the Spanish market. *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. 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.*