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About the Role
Build and run a network of outsourced partners to support patient support teams across five markets, ensuring consistent performance standards and capacity for growth and peak periods. This role reports to the Global Patient Operations lead.
Responsibilities
- Evaluate, select, and launch BPO partners and delivery hubs for new market launches and growth.
- Manage contracts, rate cards, and SLAs across all partners.
- Chair quarterly business reviews with partners.
- Implement a unified scorecard to measure partner performance against internal standards.
- Ensure surge capacity and flex terms are agreed with partners for peak periods.
- Establish a performance rhythm with weekly scorecards and KPI reviews.
- Collaborate with workforce management, QA, and global process owners to ensure consistent standards.
- Ensure new partner hubs are live on schedule and supporting market launches.
- Maintain current rate cards and SLA sets for all partners.
- Absorb peak demand without over-relying on internal teams.
- Address performance breaches within one week.
Requirements
- Managed outsourced operations across multiple markets or vendors, including contracting, launching, scaling, and exiting.
- Owned the commercial aspects of operations, including rate cards, SLAs, and QBRs with demonstrable negotiation outcomes.
- Deep understanding of contact-center or support operations, including forecasting, capacity, quality, and speed metrics.
- Ability to hold people accountable with data while maintaining positive relationships.
- Experience building processes, templates, and cadences from scratch.
- Experience standing up new delivery geographies (e.g., Latin America, EMEA).
- Experience in healthcare or another regulated industry.
Skills
- BPO management
- Commercial negotiation
- Performance management
- Data analysis
- Process building
- Vendor management
- Contract management
- SLA management
- Forecasting
- Capacity planning
- Quality assurance
- Stakeholder management
Location
- London
- Sydney
- Cape Town
- Manila
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
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 for 3 weeks per year
- Regular socials, clubs, and seasonal events
About the Company
- Eucalyptus is on a mission to make good health last a lifetime, addressing the global obesity crisis.
- Eucalyptus is part of Hims & Hers, a global leader in personalized health and wellness.
- Eucalyptus is the company behind Juniper, a leading weight-management program.
- Juniper combines GLP-1 medication with personalized nutrition, movement support, and clinician-led care.
- Eucalyptus supports patients living with obesity across 5 markets.
- Eucalyptus has received selective NICE endorsement to provide services to the NHS.
- Eucalyptus offers digital healthcare clinics in men's health, fertility, skincare, and preventative health.
- The company's goal is to support 1 million patients globally to live better for longer within three years.
- Eucalyptus is building a preventive healthcare ecosystem by launching into new conditions, demographics, and geographies.
- Eucalyptus aims to become the world's largest international digital healthcare company.
Equal Opportunity
- Eucalyptus values individuals from all backgrounds, experiences, and perspectives, embracing the unique qualities each person brings.
- Applicants are encouraged to disclose any reasonable adjustments needed during the interview process.
- AI-assisted tools are used to enhance team efficiency, including in recruitment, but all hiring decisions are made by people.