Director, International 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 the role Eucalyptus is building one of the world’s largest international digital healthcare companies. As we scale across brands, markets and care models, patient operations needs to grow without losing quality, safety or trust. As Director, International Patient Operations, you’ll lead the operating model behind patient care across eight brand-markets, our Manila hub, workforce planning, AI-enabled support, patient insights and partner operations. This is a senior commercial operations role, not a traditional support leadership role. You’ll work where patient experience, clinical risk, market growth, automation, partner economics and service delivery meet. You’ll decide where capacity goes, where automation should and shouldn’t be used, which problems need product or clinical intervention, and what trade-offs we make across markets. You’ll partner closely with market GMs, Clinical, Product, Growth, Finance, Workforce Planning, AI and operational teams. You’ll have around seven direct reports and report to our Chief Commercial Officer. We’re open to this as a twelve-month fixed term or permanent hire. ## What you’ll do - **Lead global patient operations across markets.** Own the performance rhythm across market teams, Manila, workforce planning, AI-enabled support and partner operations. - **Make resolution the measure.** Improve complete resolution, reopens, quality, response times, AI containment and 24-hour care, with patient safety and clinical escalation risk visible throughout. - **Turn patient insight into action.** Use contact drivers, unresolved reasons, complaints, reopens, escalations and verbatims to identify where the journey is breaking and influence Product, Clinical, Growth, automation and market operations. - **Make commercial service trade-offs.** Balance cost to serve, service quality, clinical risk, growth and capacity. - **Grow the function’s commercial contribution.** Own proactive outreach, cancellation saves, payment recovery and conversion alongside cost to serve. - **Shape the global capacity model.** Decide market by market where capacity should sit, how it should flex, and how we avoid solving every growth problem with more headcount. - **Decide what varies by market and what stays the same.** Set the standard for what should feel like one company, and what needs to differ because of language, regulation or clinical risk. - **Own the channel question.** Decide when channels like live chat, WhatsApp and voice earn their place, and when they dilute focus. - **Lead through growth and integration.** Support new brand, market and operating-model integrations while protecting core service delivery. - **Build market leads who decide for themselves.** Coach leaders to reason through automation, headcount and channel trade-offs without escalating every call. - **Create decision-quality reporting.** Build a monthly rhythm that helps GMs and senior leaders understand performance, root causes, trade-offs and actions. - **Take command when priorities collide.** Bring structure, judgement and pace when launches, backlogs, clinical escalations, partner constraints or capacity conflicts compete. ## What good looks like In your first year: - Patients are getting faster, safer and more complete resolution across our largest markets. - Market teams, Manila, workforce planning, AI and partner operations are working to one clear operating rhythm. - Patient insight is informing product, clinical, automation and market decisions. - GMs have a clear monthly view of performance, root causes, trade-offs and actions. - Growth, launches and integrations are supported without destabilising core service. - We are improving cost to serve without hiding patient risk or relying on team heroics. - The function’s commercial contribution has grown through saves, payment recovery and proactive outreach. - Market leads are making more automation, headcount and channel calls themselves. ## About you You are a senior operations leader who has run complex, high-volume service environments where the stakes were real. You may come from healthcare, digital health, financial services, insurance, consumer subscription, marketplace, BPO/vendor operations or another regulated or consequence-heavy setting. You understand the commercial mechanics of service: demand, capacity, productivity, quality, cost to serve, cost per resolution, partner economics and automation. You can use data to make decisions, and you know when the numbers are incomplete and judgement is required. You are likely to have: - Led a patient-facing or customer-facing operation at meaningful scale, ideally around **200+ people**, or **150+ plus a partner network** whose performance and commercials you owned. - Operated across multiple markets, countries or customer segments. - Worked deeply with offshore, captive or BPO capacity, including SLAs, rate cards, ramps, QBRs, partner performance and site economics. - Made trade-offs between service levels, cost, growth, risk and customer or patient outcomes. - Used patient or customer insight to influence decisions beyond your own function. - Worked in an environment where quality, compliance, safety or trust genuinely mattered. - Operated across languages and different regulatory regimes. - Moved work between locations and handled the team and commercial impact. - Presented recommendations to senior leaders and influenced decisions with clear written work. You’ll be a strong fit if you: - Can separate signal from noise in messy operational data. - Think commercially without losing sight of the patient. - Are confident challenging market asks, vendor claims and product trade-offs. - Know when automation improves the journey and when it moves risk elsewhere. - Can write a clear one-page recommendation with options, trade-offs and a defensible number. - Stay calm when priorities conflict and decisions have to be made quickly. - Build teams and operating systems that reduce dependence on individual heroics. - Get more satisfaction from a market lead making a good call without you than from making it yourself. - Are energised by a role whose scope changes as the business does. ## Bonus points - You’ve built or scaled a multi-market service operation. - You’ve launched a new market, site, hub or support function. - You’ve integrated an acquired team, brand or operating model. - You’ve moved a high-volume support operation onto AI or automation while protecting quality and safety. - You’ve made a captive-versus-vendor decision and can explain the maths behind it. - You’ve built strong successors or promoted people into your former scope. - You’ve grown a revenue or retention line from inside a service function. *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.*