Key Responsibilities & Operational Scope

In this position at Eucalyptus, your primary deliverables and day-to-day focus areas include:

• 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.
• 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.
• 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.

Candidate Profile & Required Qualifications

To succeed in this role, Eucalyptus is seeking candidates who possess the following credentials, competencies, and mindset:

• 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.
• 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.

Workplace Culture, Mentorship & Benefits

Eucalyptus fosters a high-autonomy, patient-first culture backed by the scale of Hims & Hers:

• Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men’s health and well-being, fertility, skincare, and preventative health.
• What’s next – Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.
• Build something world-changing – We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.
• Make real impact – You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
• Accelerate your growth – You will have high ownership, continuous feedback, and dedicated development support.
• Join a motivated team – You will collaborate with talented peers to solve complex clinical and operational problems at scale.

Remuneration & Transparency

Competitive Philippine market package including HMO coverage from Day 1, night differential (where applicable), and leave entitlements.