Process Lead and Change Manager

4 weeks ago

Sydney, New South Wales, Australia Eucalyptus Full time

About Eucalyptus, an Australian-founded digital healthcare company dedicated to solving global healthcare challenges. With a mission to deliver high-quality patient experiences, we're driven by innovation and a passion for making a meaningful impact.

We operate one of Australia's largest telehealth services, providing primary and preventative care across various conditions through our 4 digital clinics. As a critical member of the Patient Experience team, you'll play a pivotal role in shaping the way we deliver fast, action-oriented patient interactions.

This is a senior leadership position with immediate opportunities to drive strategic change. You'll lead a small team of process specialists based in Manila, collaborating closely with multidisciplinary clinical teams to develop and refine processes that ensure high-quality support interactions. Your expertise will be instrumental in driving continuous improvement, ensuring quality through audits, and championing operational excellence.

Key Responsibilities:

  • Lead the Process Team, managing a high-performing offshore team responsible for building and updating processes that enable effective patient support.
  • Ensure Quality Through Audits, overseeing auditing processes to guarantee that processes are executed correctly and up-to-date, and interactions with patients are consistently high-quality.
  • Drive Continuous Process Improvement, proactively refining processes to reflect evolving patient needs and ensuring the frontline team operates at its best.
  • Problem-solve and Lead Operational Projects, taking on critical projects as needed, identifying and resolving complex operational challenges.


About You: A collaborative leader with a strong track record in leading cross-functional projects, especially those involving technology and process optimisations. You're passionate about improving patient experiences, data-driven, and skilled at communicating goals, progress, and obstacles effectively.

We Offer:
  • A competitive salary range of $120,000 - $150,000 AUD per year, depending on experience.
  • A dynamic work environment with a high-performance culture, where your ideas are valued and ownership is encouraged.
  • Ongoing professional development opportunities, including mentorship, training, and access to industry events.
  • An attractive benefits package, including equity participation, generous parental leave, and a comprehensive Employee Assistance Programme.
  • The chance to make a tangible impact on the lives of millions of patients globally, working alongside a talented and passionate team.

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