Vendor & Performance Manager - Global Patient Operations

black.ai; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Eucalyptus is expanding its outsourced operations network to support global patient care. You will stand up and run partner hubs, evaluate and onboard BPO vendors, and manage every contract and rate card.

You will chair quarterly reviews and keep a unified standard across partners to preserve patient experience. Leading the commercial machinery, you will implement SLAs, monitor KPIs, and plan capacity for peak periods.

Qualifications

• Experience managing outsourced operations across multiple markets or vendors.
• Own the commercial side: rate cards, SLAs and quarterly business reviews.
• Read a scorecard critically with forecasting, capacity, quality and speed metrics.

Responsibilities

• Stand up and run a partner network for new market launches and growth.
• Own contracts, rate cards and seat-level SLAs across partners.
• Chair regular business reviews and enforce consistent terms.
• Plan surge capacity with pre-agreed flex terms for peaks.
• Maintain a single performance standard across the network.

Skills

Outsourced operations

Vendor management

Commercials and SLAs

Data-driven accountability

Process design

Tools

Scorecards and KPI tracking

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 (what you’ll be doing)

Impact: Our patient support teams handle over a million patient conversations a year across five markets, from our own teams in Manila, Sydney, London and Cape Town. As we launch new markets and grow existing ones, we're building a network of outsourced partners to work alongside those teams: extra capacity for launches and seasonal peaks, coverage in new languages and time zones, and a bench that lets our own teams focus on the work closest to our patients. You'll be the person who builds and runs that network - the partners, the commercials, and the performance standards that hold it all to one bar. This role reports to the Global Patient Operations lead.

• Stand up our partner network. Evaluate, select and launch BPO partners and delivery hubs that support new market launches and growth: due diligence, commercials, ramp plans and go-lives, typically on six-week cycles.
• Own the commercial machinery. Contracts, rate cards and seat-level SLAs across every partner; chair the quarterly business reviews; keep terms sharp and relationships strong.
• Hold partners to our bar. One scorecard across the network, with partner seats measured to the same quality and speed standards our own teams set, so growth never comes at the cost of patient experience. You run the reviews, and you keep them honest.
• Plan the peaks. January is the biggest event in our calendar; you'll have surge capacity and flex terms agreed with partners before they're needed, so peaks are absorbed by the network rather than carried by stretched teams.
• Run the network’s performance rhythm. Weekly scorecards, KPI reviews and follow-ups that actually happen - across partners and, while our new global leadership seats land, our internal teams too - so everyone works from one set of numbers.
• Work the seams. Volume allocation with workforce management, quality sampling with our QA team, service playbooks with the global process owners - the work stays governed by one set of standards whoever’s seat it sits in.

What good looks like in year one: new partner hubs live on schedule and supporting our market launches, every partner on a current rate card and SLA set, the January peak absorbed on pre-agreed flex without leaning on our own teams’ goodwill, and no performance breach left unactioned for more than a week.

About you (who you are)

Skills and experience:

• You’ve managed outsourced operations across multiple markets or vendors: contracting, launching, scaling and, when needed, exiting BPO partners.
• You’ve owned the commercial side yourself: rate cards, SLAs and QBRs you ran, with negotiation outcomes you can point to.
• You know contact-centre or support operations deeply enough to read a scorecard critically: forecasting, capacity, quality and speed metrics, and the ways they get gamed.
• You hold people to account with data and keep the relationship warm while you do it.
• You’re comfortable being the first person in a seat: you build the process, the templates and the cadence from scratch, and you like it that way.

Nice to haves:

• Experience standing up new delivery geographies (Latin America, EMEA or similar).
• Healthcare or another regulated industry.

Why join Eucalyptus?

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.

Here’s what makes joining Euc unique:

• 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.

What’s ahead in the UK

• Be an owner - Your own stake in the business with our employee options program
• Invest in your growth - Annual development budget plus 3 days of professional development leave
• Work flexibly - Hybrid setup with 3 days a week in our Old Street office, designed for focus and collaboration
• Support your well-being - Private health insurance through Vitality or opt for a monthly wellness allowance to spend on what matters most to you
• Take time off - 25 days of holiday, enhanced parental leave and work from anywhere 3 weeks out of the year
• Join a connected team - A vibrant office culture with regular socials, clubs, after-school sport, and seasonal events

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.

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.