Director, International Patient Operations

About the role

<div class="content-intro"><h3>About Eucalyptus</h3> <p>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.</p> <p> </p> <p>Eucalyptus is now part of Hims &amp; Hers, the global leader in personalised health and wellness.</p> <p> </p> <p>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.<br><br></p> <h3>Our Growth Story:</h3> <ul> <li>Supporting patients living with obesity across our 5 markets</li> <li>Received selective NICE endorsement to provide services to the NHS</li> <li>Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.</li> </ul></div><h2>About the role</h2> <p>Eucalyptus is building one of the world’s largest international digital healthcare companies. As we scale across brands, markets and care models, patient operations needs to grow without losing quality, safety or trust.</p> <p>As Director, International Patient Operations, you’ll lead the operating model behind patient care across eight brand-markets, our Manila hub, workforce planning, AI-enabled support, patient insights and partner operations.</p> <p>This is a senior commercial operations role, not a traditional support leadership role. You’ll work where patient experience, clinical risk, market growth, automation, partner economics and service delivery meet. You’ll decide where capacity goes, where automation should and shouldn’t be used, which problems need product or clinical intervention, and what trade-offs we make across markets.</p> <p>You’ll partner closely with market GMs, Clinical, Product, Growth, Finance, Workforce Planning, AI and operational teams. You’ll have around seven direct reports and report to our Chief Commercial Officer.</p> <p>We’re open to this as a twelve-month fixed term or permanent hire.</p> <h2>What you’ll do</h2> <ul> <li><strong>Lead global patient operations across markets.</strong> Own the performance rhythm across market teams, Manila, workforce planning, AI-enabled support and partner operations.</li> <li><strong>Make resolution the measure.</strong> Improve complete resolution, reopens, quality, response times, AI containment and 24-hour care, with patient safety and clinical escalation risk visible throughout.</li> <li><strong>Turn patient insight into action.</strong> 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.</li> <li><strong>Make commercial service trade-offs.</strong> Balance cost to serve, service quality, clinical risk, growth and capacity.</li> <li><strong>Grow the function’s commercial contribution.</strong> Own proactive outreach, cancellation saves, payment recovery and conversion alongside cost to serve.</li> <li><strong>Shape the global capacity model.</strong> Decide market by market where capacity should sit, how it should flex, and how we avoid solving every growth problem with more headcount.</li> <li><strong>Decide what varies by market and what stays the same.</strong> Set the standard for what should feel like one company, and what needs to differ because of language, regulation or clinical risk.</li> <li><strong>Own the channel question.</strong> Decide when channels like live chat, WhatsApp and voice earn their place, and when they dilute focus.</li> <li><strong>Lead through growth and integration.</strong> Support new brand, market and operating-model integrations while protecting core service delivery.</li> <li><strong>Build market leads who decide for themselves.</strong> Coach leaders to reason through automation, headcount and channel trade-offs without escalating every call.</li> <li><strong>Create decision-quality reporting.</strong> Build a monthly rhythm that helps GMs and senior leaders understand performance, root causes, trade-offs and actions.</li> <li><strong>Take command when priorities collide.</strong> Bring structure, judgement and pace when launches, backlogs, clinical escalations, partner constraints or capacity conflicts compete.</li> </ul> <h2>What good looks like</h2> <p>In your first year:</p> <ul> <li>Patients are getting faster, safer and more complete resolution across our largest markets.</li> <li>Market teams, Manila, workforce planning, AI and partner operations are working to one clear operating rhythm.</li> <li>Patient insight is informing product, clinical, automation and market decisions.</li> <li>GMs have a clear monthly view of performance, root causes, trade-offs and actions.</li> <li>Growth, launches and integrations are supported without destabilising core service.</li> <li>We are improving cost to serve without hiding patient risk or relying on team heroics.</li> <li>The function’s commercial contribution has grown through saves, payment recovery and proactive outreach.</li> <li>Market leads are making more automation, headcount and channel calls themselves.</li> </ul> <h2>About you</h2> <p>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.</p> <p>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, an