Customer Contact Director – Patient Operations

The role

You will build and lead growing support operations in the Philippines. You will optimize daily operations for Patient and Medical Support teams and establish the vision, structure, and roadmap for the support function.

What you will do

• Optimize daily operations for Patient and Medical Support teams across phone, chat, and email channels.
• Build and formalize workflows, queue management, escalations, and reporting cadence.
• Track, analyze, and improve key performance metrics.
• Establish the vision, structure, and roadmap for the support function.
• Design operating models, escalation frameworks, and performance metrics.
• Lead change management initiatives.
• Partner with senior leadership to forecast resources and set strategic priorities.
• Build a learning and development framework for all support roles.
• Oversee knowledge systems to ensure accurate and accessible SOPs and training materials.
• Implement and maintain quality assurance programs.

Required qualifications

• 7+ years of experience in operations
• 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, etc.)
• Experience mentoring leaders and instilling structured management practices
• Strong communication and reporting skills
• Analytical mindset
• Experience leading hybrid teams working across non-standard hours
• Willingness to be onsite a minimum of 2 days/week

Nice to have

• 10+ years of experience in operations, ideally within healthcare, health-tech, or a patient-facing environment
• SQL proficiency

Benefits

• Learning budgets
• Mentorship from leaders across Australia, the UK, Germany, and Japan
• Global experience
• Comprehensive health coverage including up to two dependents
• Generous vacation, sick, and parental leave
• 13th-month pay
• Statutory benefits (SSS, PhilHealth, HDMF)
• Wellness budget
• Transport allowance
• Social clubs
• Wellness activities

About the company

Eucalyptus is a consumer healthcare platform supporting patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. They joined Hims & Hers to deliver care to patients in dozens of countries.