Director, International Patient Operations

The role

You will lead international patient operations across all brands and markets. You will own the operating model, resolution and safety, capacity, cost, and patient insight while partnering with market GMs and leadership.

What you will do

• Manage the operating model including performance rhythm, workforce planning, AI, and partner operations.
• Own resolution and safety including quality, response times, and clinical escalation risk.
• Manage capacity, cost, and commercial contribution including payment recovery and outreach.
• Make design decisions regarding automation and communication channels.
• Provide patient insight to Product, Clinical, and Growth leaders.
• Lead growth and integration for new brands, markets, and operating models.
• Build and lead a team of market leads.

Required qualifications

• Senior leader who sees service as part of how a business grows.
• Experience running service at scale is essential.
• Strategic partner to GMs or executives on growth, cost, market entry or operating model decisions.
• Led or been accountable for a customer or patient-facing operation of around 200+ people, or 150+ plus a partner network whose performance and commercials you owned.
• Worked across several markets, languages and regulatory regimes.
• Worked closely with offshore, captive or BPO capacity, including SLAs, rate cards and site economics.
• Strong grasp of service economics.
• Written one-page recommendations with options and a number you can defend to change executive decisions.
• Challenged GMs, vendors and product leaders when a trade-off was wrong.

Nice to have

• Worked in strategy, consulting, commercial or general management.
• Launched a new market, site or hub, or integrated an acquired team or brand.
• Moved a high-volume operation onto AI while protecting quality and safety.
• Made a captive-versus-vendor decision and can explain the maths.
• Grown a revenue or retention line from inside a service function.
• Built successors who now run your former scope.

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.