Key Responsibilities & Operational Scope

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

• 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.

Candidate Profile & Required Qualifications

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

• 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.
• 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:

Workplace Culture, Mentorship & Benefits

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

• Global Growth & Impact: Build solutions that deliver preventive, evidence-based healthcare to hundreds of thousands of patients worldwide.
• Mentorship & Leadership: Work alongside talented clinical and operational peers with dedicated development support.
• Modern Working Environment: Flexible arrangements designed to foster high ownership, autonomy, and work-life balance.

Remuneration & Transparency

Competitive UK market package including pension contribution, health coverage, and professional development allowance.