Vendor & Performance Manager - Global Patient Operations

The role

You will build and run a network of outsourced BPO partners to support patient support teams. You will manage partner commercials, performance standards, and capacity planning across multiple markets.

What you will do

• Evaluate, select and launch BPO partners and delivery hubs
• Manage contracts, rate cards and seat-level SLAs
• Chair quarterly business reviews
• Maintain a single scorecard across the partner network
• Plan surge capacity and flex terms for seasonal peaks
• Run weekly scorecards and KPI reviews
• Coordinate volume allocation, quality sampling and service playbooks

Required qualifications

• Managed outsourced operations across multiple markets or vendors including contracting, launching, scaling and exiting BPO partners
• Owned the commercial side including rate cards, SLAs and QBRs
• Deep knowledge of contact-centre or support operations including forecasting, capacity, quality and speed metrics
• Ability to hold people to account with data
• Comfortable building processes, templates and cadence from scratch

Nice to have

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

Benefits

• Employee options program
• Annual development budget
• 3 days of professional development leave
• Private health insurance through Vitality or monthly wellness allowance
• 25 days of holiday
• Enhanced parental leave
• Work from anywhere 3 weeks out of the year
• Regular socials, clubs, after-school sport, and seasonal events

About the company

Eucalyptus is a consumer healthcare platform supporting patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. It is part of Hims & Hers.