Global Director of Patient Operations

Careers at Eucalyptus; Greater London; On-site; GBP 140,000 - 200,000; Full time

Job summary

Eucalyptus, now part of Hims & Hers, is building one of the world’s largest international digital healthcare companies. We seek a Director, International Patient Operations to lead operating model behind patient care across eight brand-markets, Manila hub, workforce planning, AI-enabled support and partner operations.

This is a senior commercial operations role, not a traditional support leadership position.

Qualifications

• 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.

Responsibilities

• Lead global patient operations across markets.
• Make resolution the measure and improve complete resolution, reopens, quality, response times, AI containment and 24-hour care.
• Turn patient insight into action by using contact drivers, unresolved reasons, complaints, reopens, escalations and verbatims to influence product and market decisions.
• Make commercial service trade-offs balancing cost to serve, service quality, clinical risk, growth and capacity.
• Grow the function’s commercial contribution including proactive outreach and payment recovery.
• Shape the global capacity model and decide market-by-market capacity siting and flex.
• Decide what varies by market vs. what stays the same to keep one-company feel.
• Own the channel question and decide when live chat, WhatsApp, or voice are appropriate.
• Lead through growth and integration of new brands, markets and operating models.

Skills

Leadership

Multi-market ops

Data-driven decisions

Offshore/BPO experience

Quality & compliance

Cross-functional collaboration

AI & automation awareness

Stakeholder management

Change management

Education

Bachelor's degree or equivalent in a relevant field

Job description

Eucalyptus, now part of Hims & Hers, is building one of the world’s largest international digital healthcare companies. We seek a Director, International Patient Operations to lead operating model behind patient care across eight brand-markets, Manila hub, workforce planning, AI-enabled support and partner operations.

This is a senior commercial operations role, not a traditional support leadership position.