Eucalyptus - Director, International Patient Operations
Requirements
• You’ve built or scaled a multi-market service operation. • You’ve launched a new market, site, hub or support function. • You’ve integrated an acquired team, brand or operating model. • You’ve moved a high-volume support operation onto AI or automation while protecting quality and safety. • You’ve made a captive-versus-vendor decision and can explain the maths behind it. • You’ve built strong successors or promoted people into your former scope. • You’ve grown a revenue or retention line from inside a service function. • At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.
Responsibilities
• Lead global patient operations across markets. Own the performance rhythm across market teams, Manila, workforce planning, AI-enabled support and partner operations. • Lead global patient operations across markets. • Make resolution the measure. Improve complete resolution, reopens, quality, response times, AI containment and 24-hour care, with patient safety and clinical escalation risk visible throughout. • Make resolution the measure. • Turn patient insight into action. 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. • Turn patient insight into action. • Make commercial service trade-offs. Balance cost to serve, service quality, clinical risk, growth and capacity. • Make commercial service trade-offs. • Grow the function’s commercial contribution. Own proactive outreach, cancellation saves, payment recovery and conversion alongside cost to serve. • Grow the function’s commercial contribution. • Shape the global capacity model. Decide market by market where capacity should sit, how it should flex, and how we avoid solving every growth problem with more headcount. • Shape the global capacity model. • Decide what varies by market and what stays the same. Set the standard for what should feel like one company, and what needs to differ because of language, regulation or clinical risk. • Decide what varies by market and what stays the same. • Own the channel question. Decide when channels like live chat, WhatsApp and voice earn their place, and when they dilute focus. • Own the channel question. • Lead through growth and integration. Support new brand, market and operating-model integrations while protecting core service delivery. • Lead through growth and integration. • Build market leads who decide for themselves. Coach leaders to reason through automation, headcount and channel trade-offs without escalating every call. • Build market leads who decide for themselves. • Create decision-quality reporting. Build a monthly rhythm that helps GMs and senior leaders understand performance, root causes, trade-offs and actions. • Create decision-quality reporting. • Take command when priorities collide. Bring structure, judgement and pace when launches, backlogs, clinical escalations, partner constraints or capacity conflicts compete. • Take command when priorities collide. • What good looks like • In your first year: • Patients are getting faster, safer and more complete resolution across our largest markets. • Market teams, Manila, workforce planning, AI and partner operations are working to one clear operating rhythm. • Patient insight is informing product, clinical, automation and market decisions. • GMs have a clear monthly view of performance, root causes, trade-offs and actions. • Growth, launches and integrations are supported without destabilising core service. • We are improving cost to serve without hiding patient risk or relying on team heroics. • The function’s commercial contribution has grown through saves, payment recovery and proactive outreach. • Market leads are making more automation, headcount and channel calls themselves. • 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. • 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, and you know when the numbers are incomplete and judgement is required. • You are likely to have: • Led a patient-facing or customer-facing operation at meaningful scale, ideally around 200+ people, or 150+ plus a partner network whose performance and commercials you owned. • 200+ people • 150+ plus a partner network • Operated across multiple markets, countries or customer segments. • Worked deeply with offshore, captive or BPO capacity, including SLAs, rate cards, ramps, QBRs, partner performance and site economics. • Made trade-offs between service levels, cost, growth, risk and customer or patient outcomes. • Used patient or customer insight to influence decisions beyond your own function. • Worked in an environment where quality, compliance, safety or trust genuinely mattered. • Operated across languages and different regulatory regimes. • Moved work between locations and handled the team and commercial impact. • Presented recommendations to senior leaders and influenced decisions with clear written work. • You’ll be a strong fit if you: • Can separate signal from noise in messy operational data. • Think commercially without losing sight of the patient. • Are confident challenging market asks, vendor claims and product trade-offs. • Know when automation improves the journey and when it moves risk elsewhere. • Can write a clear one-page recommendation with options, trade-offs and a defensible number. • Stay calm when priorities conflict and decisions have to be made quickly. • Build teams and operating systems that reduce dependence on individual heroics. • Get more satisfaction from a market lead making a good call without you than from making it yourself. • Are energised by a role whose scope changes as the business does.
Benefits
• We're building one of the world's largest digital healthcare companies, and a better kind of healthcare with it. No waiting rooms, no phone queues, no repeating your story. Care that knows your health, any hour of the day, for millions of patients globally. • Our patients don't walk into a clinic. When they have a question about their treatment, a delivery, their results, a side effect or a payment, they talk to our patient facing team. That conversation often decides whether someone trusts us and stays on their treatment. If patients can't get help quickly and safely, nothing else we build matters. This role leads that work across every brand and market. • It's a senior leadership role reporting to our Chief Commercial Officer. You'll work directly with market GMs and the leaders of Clinical, Product, Growth, Finance and AI on the calls that shape how we grow.
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