• Function as a "solution detective," sitting between cross functional leads, technical teams, and acquisition reps to investigate and resolve host related issues end to end. • Translate complex technical issues into clear, easy to understand summaries and instructions for both internal stakeholders and hosts. • Communicate directly with hosts via email, video call, or Zoom (approximately 25% of your time) to walk them through issues, resolutions, and best practices. • Track tickets, maintain accurate data hygiene across all systems, and report out on host needs and trends with a solution oriented mindset. • Build and maintain a knowledge base of common issues and resolutions, contributing to ongoing process improvements. • Partner with scaled operations teams to implement small scale changes that reduce friction in the acquisition and onboarding funnels.

• Set up and optimize paid advertising campaigns • Manage day-to-day campaign performance • Create performance reports • Execute platform-specific optimizations • Monitor and adjust campaign budgets • Handle creative asset management • Analyze campaign data • Build and maintain dashboards • Conduct market research and competitor analysis • Generate performance insights and recommendations • Track and analyze KPIs across marketing channels • Develop automated reporting solutions

Role Description We are seeking an Operations Lead (Japan) to build and scale a safe, high-quality, and compliant clinical operation in one of our most important growth markets. This role will lead the development of a scalable operations workforce. You will work closely with global and local teams - including product, pharmacy partners, and patient support to ensure high-quality, culturally appropriate care delivery. This role requires a balance of hands-on execution and strategic leadership in a fast-paced, high-growth digital health environment. Key Responsibilities - Strategy & Market Development (Japan) - Lead clinical input for new product launches and market expansion in Japan - Shape and continuously improve Japan-specific models of care - Workforce Scaling & Management - Build and scale a reliable, high-quality network in Japan - Partner with hiring teams to design and execute screening, assessment, and onboarding processes - Establish systems for rostering, utilisation, and performance management - Quality, Insights & Risk Management - Monitor performance through audits, data analysis, and insights - Lead incident and complaint management, including triage, escalation, and resolution - Implement continuous quality improvement initiatives to enhance patient outcomes - Develop scalable guardrails and safety protocols - Advisory & Cross-Functional Collaboration - Review and localise clinical content, patient communications, and educational materials - Collaborate closely with partners, operations, and patient support teams - Ensure effective coordination for risk management and escalation pathways - Governance & Compliance (Japan) - Establish and maintain governance frameworks aligned with Japanese regulations - Develop clear protocols (e.g., prescribing criteria, eligibility thresholds, escalation processes) - Support regulatory readiness, audits, and compliance requirements - Work closely with external stakeholders to ensure adherence to local standards of care - Practitioner Collaboration & Leadership - Act as the primary escalation point for Japanese prescribers and clinicians - Foster strong collaboration between remote practitioners and internal teams - Provide leadership, guidance, and ongoing support to practitioners What Success Looks Like - A scalable and high-performing prescriber network in Japan - Strong adherence to quality and safety standards - Clear and effective governance frameworks tailored to Japan - Seamless collaboration between clinical, operational, and commercial teams - Established trust with local regulators, partners, and stakeholders Qualifications - Experience in operations and/or strategy in a rapidly scaling organisation - Proven ability to build and scale teams or processes in a fast-paced environment - Strong stakeholder management skills, with the ability to work across local and global teams - Fluent in Japanese (native level) and comfortable working in English Benefits - Thoughtful, evidence-based clinical care - Ethical and responsible prescribing - Accessible, affordable treatment options - Warm, non-judgemental support for every patient - Access learning budgets (includes language learning), shadow peers in other teams, and learn from a global knowledge-sharing culture - Enjoy wellness budgets, mental health support through our Employee Assistance Program, annual health checks, flu shots, and work from anywhere policy - Work with state-of-the-art tools and contribute to bold, impactful solutions in healthcare

• Own end-to-end documentation and ongoing improvement of CX and claims support workflows, from intake through resolution, across all delivery channels and regions. • Identify inefficiencies, handoff gaps, and inconsistencies; prioritize and lead structured improvement initiatives with clear owners and measurable outcomes. • Build and maintain SOPs, process maps, and training-ready documentation that reflect how work is actually performed, not just how it should be on paper. • Ensure processes are designed with shared services and BPO teams in mind, not adapted for them after the fact, so offshore partners can execute with the same quality standards as in-house staff. • Partner with BPO team to monitor performance against SLAs and quality benchmarks; lead calibration sessions and process reviews as part of the regular operating cadence. • Support BPO onboarding and transitions with clear process documentation and structured knowledge transfer. • Lead the change management engagement and interaction for process updates and operational improvements, including communication planning, stakeholder readiness, training coordination, and adoption tracking. • Serve as a bridge between process design and frontline execution, ensuring changes are understood, adopted, and embedded rather than just announced. • Develop feedback loops to surface adoption barriers early and iterate on rollout approaches based on what is actually working in practice. • Work closely with claims, CX, and operations leadership to align on process priorities, gather frontline input, and maintain a shared view of what good looks like; also serving as a CX subject matter expert and liaison to the product team in support of the CX Director. • Provide leadership with regular reporting on process health, improvement pipeline status, and operational risk areas. • Partner with Onboarding and Account Management Team to ensure SOPs, documentation, and CX team training are complete and validated before launch.