Customer Service Director, Patient Operations (Hybrid)

Careers at Eucalyptus; Manila; On-site; PHP 3,000,000 - 4,200,000; Full time

Benefits offered by this job

Comprehensive health coverage

13th-month pay

Generous vacation and parental leave

Job summary

Eucalyptus is seeking a Customer Contact Director – Patient Operations in Manila to lead growing patient support operations. This is a high-impact, leadership role shaping how patient-facing teams operate and scale in a fast-growing digital health company.

You will build structure, implement processes, and cultivate a culture of excellence, learning, and meritocracy across shifts and teams in the Philippines.

Qualifications

• 7+ years of operations experience in healthcare or patient-facing environments.
• Proven experience building or scaling a support function.
• Strong background in knowledge management, training, or learning and development.
• Deep familiarity with CRM/ticketing systems (Zendesk, Salesforce, Freshdesk).

Responsibilities

• Optimize daily operations for Patient and Medical Support teams across phone, chat, and email.
• 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.
• Lead cross-functional project launches, ensuring operational readiness and clear communication.
• Define vision, structure, and roadmap for the support function as it scales.
• Design operating models, escalation frameworks, and performance metrics for clarity and accountability.
• Lead change management initiatives as systems, tools, and processes evolve.
• Forecast resources and set strategic priorities with senior leadership.

Skills

Operations leadership

Building/scaling a team

Knowledge management

CRM/ticketing systems

Tools

Zendesk

Salesforce

Freshdesk

Job description

Eucalyptus is seeking a Customer Contact Director – Patient Operations in Manila to lead growing patient support operations. This is a high-impact, leadership role shaping how patient-facing teams operate and scale in a fast-growing digital health company.

You will build structure, implement processes, and cultivate a culture of excellence, learning, and meritocracy across shifts and teams in the Philippines.