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Eucalyptus, now part of Hims & Hers, is building one of the world's largest international digital healthcare companies. The company operates Juniper, a leading weight-management program combining GLP-1 medication with personalized nutrition, movement support, and clinician-led care. Eucalyptus currently serves patients across five markets (UK, Australia, Germany, Japan, and Canada) and has received selective NICE endorsement to provide services to the NHS.
As Director of International Patient Operations, you will lead the operating model behind patient care across eight brand-markets, overseeing a Manila operations hub, workforce planning, AI-enabled support systems, patient insights, and partner operations. This is a senior commercial operations role reporting to the Chief Commercial Officer, with approximately seven direct reports.
Key responsibilities include:
- Leading global patient operations performance across market teams, Manila hub, workforce planning, AI support, and partner operations
- Improving complete resolution rates, reopens, quality, response times, AI containment, and 24-hour care while maintaining patient safety and clinical escalation visibility
- Using patient contact drivers, unresolved reasons, complaints, reopens, escalations, and verbatims to identify journey breakpoints and influence Product, Clinical, Growth, and automation decisions
- Balancing cost to serve, service quality, clinical risk, growth, and capacity across markets
- Growing commercial contribution through proactive outreach, cancellation saves, payment recovery, and conversion initiatives
- Designing the global capacity model, deciding where capacity should sit by market and how to flex without solving every growth problem with headcount
- Determining what should be standardized globally versus what needs to vary by market due to language, regulation, or clinical risk
- Deciding on communication channels (live chat, WhatsApp, voice) and their strategic fit
- Supporting new brand, market, and operating-model integrations while protecting core service delivery
- Coaching market leaders to make autonomous decisions on automation, headcount, and channel trade-offs
- Building decision-quality monthly reporting for GMs and senior leaders on performance, root causes, trade-offs, and actions
- Managing competing priorities when launches, backlogs, clinical escalations, partner constraints, or capacity conflicts arise
Success in the first year means patients receive faster, safer, and more complete resolution across major markets; market teams, Manila, workforce planning, AI, and partner operations work to one clear operating rhythm; patient insight informs product, clinical, automation, and market decisions; GMs have clear monthly visibility into performance and actions; growth and launches are supported without destabilizing core service; cost to serve improves without hiding patient risk; commercial contribution grows; and market leads make more autonomous decisions.
REQUIREMENTS:
You are a senior operations leader with experience running complex, high-volume service environments with real stakes. Background may include healthcare, digital health, financial services, insurance, consumer subscription, marketplace, BPO/vendor operations, or other regulated or consequence-heavy settings.
You understand commercial service mechanics: demand, capacity, productivity, quality, cost to serve, cost per resolution, partner economics, and automation. You can use data to make decisions and know when numbers are incomplete and judgment is required.
Likely to have:
- Led a patient-facing or customer-facing operation at meaningful scale (ideally 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 environments where quality, compliance, safety, or trust genuinely mattered
- Operated across languages and different regulatory regimes
- Moved work between locations and handled team and commercial impact
- Presented recommendations to senior leaders and influenced decisions with clear written work
Strong fit if you:
- Separate signal from noise in messy operational data
- Think commercially without losing sight of the patient
- Confidently challenge market asks, vendor claims, and product trade-offs
- Know when automation improves the journey and when it moves risk elsewhere
- Write clear one-page recommendations with options, trade-offs, and defensible numbers
- Stay calm when priorities conflict and decisions must be made quickly
- Build teams and operating systems that reduce dependence on individual heroics
- Derive satisfaction from market leads making good calls independently
- Are energized by roles whose scope changes as the business does
Bonus points for:
- Building or scaling multi-market service operations
- Launching new markets, sites, hubs, or support functions
- Integrating acquired teams, brands, or operating models
- Moving high-volume support operations onto AI or automation while protecting quality and safety
- Making captive-versus-vendor decisions and explaining the underlying economics
- Building strong successors or promoting people into your former scope
- Growing revenue or retention lines from within a service function
