Customer Contact Director – Patient Operations

Job description

### About Eucalyptus We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care. Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness. Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times. ### Our Growth Story: - Supporting patients living with obesity across our 5 markets - Received selective NICE endorsement to provide services to the NHS - Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada. ### **About Euc** [**We’re making good health last a lifetime**](https://www.eucalyptus.health/mission) More than 1 billion people globally live with obesity — a major leading indicator of many preventable chronic diseases such as diabetes and heart disease. **Eucalyptus** (or 'Euc' for short) is the company behind [Juniper](https://www.myjuniper.com/)**,** one of the world’s largest weight management programs combining GLP-1 medication with a tailored nutrition and exercise programme, supported by our multidisciplinary care team. It is also behind a growing family of digital healthcare clinics ([Pilot,](https://pilot.com.au/) [Kin](http://www.kinfertility.com.au), [Software](http://skin.software), [Compound](https://www.compound.co/)) across men’s health and well-being, fertility, skincare, and preventative health. These clinics create one ecosystem designed to make good health last a lifetime. 🌿 Our [published clinical research](https://www.eucalyptus.health/research#published-research) on Juniper demonstrates that patients in our program are 4x as likely to lose significant weight through their course of treatment. For our other clinics, we apply the same evidence-based philosophy of combining medical science, personalised care, and behavioural insights to improve patient outcomes\*\*.\*\* Since launching, we’ve grown fast to support millions of patients. In the last 12 months… - Globally, grew revenue by >130% YoY, while reducing cash burned by 90% YoY, with over $100M USD raised from global investors such as BOND, NewView, Blackbird and Airtree (early backers of companies like Canva, Stripe and AirBnb) - Grew to over 100,000 monthly active patients globally across our weight management program - Grew from 4,000 to ~40,000 patients in the UK, and received selective [NICE endorsement](https://www.eucalyptus.health/blog/the-opportunity-for-australian-telehealth-standards) to provide service to the NHS - Tailored our offering to over 5,000 patients in Germany and Japan, with a goal to extend our patient base to over 30,000 patients across both markets in 2025 ### **What’s next?** Our goal for the next 3 years is to be supporting 1 million patients globally - to live better for longer - by launching into new conditions, demographics and geographies as we move towards our vision of creating a preventative healthcare ecosystem. We’re going to build the world’s largest international digital healthcare company. This will be really hard to do, but very rewarding and possibly, the adventure of a lifetime with some of the best operators you will ever work with.If that gets you excited, let’s talk. ### **About the Role** We’re seeking an **Customer Service Director** to build and lead our growing support operations in the Philippines. This is a **critical leadership role** that will shape how our patient-facing teams operate and scale. The function is still **relatively new**, with developing systems and junior team leads. That means you’ll be joining at a formative stage — creating structure, implementing processes, and establishing a culture of excellence and accountability. You’ll have the opportunity to define how the function runs day-to-day while setting its long-term vision: building a **learning culture**, implementing robust **knowledge management**, driving **quality improvement**, and fostering a **meritocratic environment** where impact is rewarded above tenure. This is a role for someone who thrives on ownership — balancing strategic foresight with a willingness to be close to the ground. You’ll report to our Patient Operations Lead and work closely with patient experience, medical, and product teams to ensure operational alignment. ### **What You’ll Be Doing** ### **Operational Leadership** - Optimize daily operations for Patient and Medical Support teams across phone, chat, and email channels. - Build and formalize the operational backbone — workflows, queue management, escalations, and reporting cadence. - Track, analyze, and improve key performance metrics such as throughput, SLA adherence, and quality. - Serve as the first point of contact for cross-functional project launches, ensuring operational readiness and clear communication. ### **Function Building & Strategy** - Establish the **vision, structure, and roadmap** for the support function as it scales. - Design operating models, escalation frameworks, and performance metrics that promote clarity and accountability. - Lead change management initiatives as systems, tools, and processes evolve. - Partner with senior leadership to forecast resources and set strategic priorities. ### **Learning, Quality & Knowledge Management** - Build a **learning and development framework** for all support roles, from onboarding to leadership upskilling. - Oversee **knowledge systems** (e.g. Zendesk, Confluence, Notion) to ensure accurate and accessible SOPs and training materials. - Implement and maintain quality assurance programs that measure and improve consistency in patient interactions. - Drive a culture of continuous learning, documentation, and feedback. ### **People & Culture Leadership** - Lead and coach a team of managers and supervisors, developing them into confident, capable leaders. - Shape and embed a **performance-based, meritocratic culture.** - Establish communication rhythms and transparent feedback practices that strengthen team alignment. - Motivate and engage teams operating across **mid-shift and night-shift hours**, ensuring sustainability and morale. ### **Data, Reporting & Insights** - Build visibility through data dashboards and regular reports that turn numbers into actionable insights. - Prepare and present operational updates to senior leadership, highlighting performance trends and improvement plans. - Ensure data integrity across CRM and ticketing systems. - (Preferred) Use **SQL** or similar tools for independent analysis and process optimization. ### **Cross-Functional Collaboration** - Act as the operational liaison between support and cross-functional teams — including medical, product, and patient experience. - Represent the function in project launches, ensuring all patient-facing materials and processes are ready for deployment. - Collaborate with tech and product teams to optimize tools like **Zendesk**, ensuring they serve both patient and team needs. ### **What Great Looks Like in Your First 6 Months** - You’ve established clear operating systems and structures across both Patient and Medical Support. - Team leads are growing in confidence and performance, with defined expectations and consistent feedback cycles. - A transparent, **meritocratic culture** is taking root — recognition and advancement are clearly linked to outcomes. - Learning and quality frameworks are in place, with measurable improvements in patient experience metrics. - Cross-functional collaboration is seamless — launches and initiatives flow smoothly without bottlenecks. ### **About You (Who We’re Looking For)** ### **Skills & Experience** - 7+ years of experience in **operations**, ideally within healthcare, health-tech, or a patient-facing environment (10+ preferred). - Proven experience **building or scaling** a support function, not just managing one. - Strong background in **knowledge management**, **training**, or **learning and development**. - Deep familiarity with **CRM/ticketing systems** (Zendesk, Salesforce, Freshdesk, etc.). - Experience **mentoring leaders** and instilling structured management practices. - Strong communication and reporting skills, with experience presenting to senior leadership. - Analytical mindset; comfortable working with data and metrics (SQL proficiency a plus). - Experience leading **hybrid teams working across non-standard hours** and a willingness to be onsite a minimum of 2 days/week. ### **Behaviours & Attitudes** - You act like an **owner** — taking full accountability for outcomes and driving clarity in ambiguity. - You’re a **builder** — you create structure, systems, and consistency from the ground up. - You’re a **coach** — developing others gives you energy, and you know how to nurture new leaders. - You’re **data-driven** and curious, seeking evidence before conclusions. - You champion **meritocracy**, holding yourself and others to the highest performance bar. - You’re **resilient and adaptable**, thriving in fast-changing, high-growth environments. - You communicate clearly, thoughtfully, and with empathy. ### **Why you should join Euc** - **We raise the bar -** Join a strategic, growth-minded squad that takes ownership, moves with intent, and empowers our global teams. You’ll be surrounded by people who value curiosity, accountability, and the drive to keep improving. - **We will invest in your career -** Get access to learning budgets and mentorship from leaders across Australia, the UK, Germany, and Japan, and collaborate with top-tier teams locally and from South Africa. You’ll also gain global experience with opportunities to move across teams and explore new markets to help you level up in your career. - **We’ll have your back -** From day one, enjoy comprehensive health coverage (including up to two dependents), generous vacation, sick, and parental leave, 13th-month pay, and statutory benefits (SSS, PhilHealth, HDMF). You’ll also get a wellness budget, transport allowance, and the best tools to help you do your best work. Beyond the benefits, you’ll join a community that values connection through social clubs, wellness activities, and global collaboration. *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.* *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.*