At a Glance
- Tasks: Lead global patient operations and enhance patient care across multiple markets.
- Company: Eucalyptus, part of Hims & Hers, focused on innovative health solutions.
- Benefits: Competitive salary, diverse team, and opportunities for professional growth.
- Other info: Join a mission-driven team dedicated to improving health outcomes worldwide.
- Why this job: Make a real impact in digital healthcare while shaping patient experiences globally.
- Qualifications: Experience in high-volume service environments and strong operational leadership skills.
The predicted salary is between 56250 - 68750 £ per year.
About Eucalyptus
We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.
Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness. Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.
Our Growth Story:
- Supporting patients living with obesity across our 5 markets
- Received selective NICE endorsement to provide services to the NHS
- Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.
About the role
Eucalyptus is building one of the world’s largest international digital healthcare companies. As we scale across brands, markets and care models, patient operations needs to grow without losing quality, safety or trust.
As Director, International Patient Operations, you’ll lead the operating model behind patient care across eight brand-markets, our Manila hub, workforce planning, AI-enabled support, patient insights and partner operations. This is a senior commercial operations role, not a traditional support leadership role. You’ll work where patient experience, clinical risk, market growth, automation, partner economics and service delivery meet. You’ll decide where capacity goes, where automation should and shouldn’t be used, which problems need product or clinical intervention, and what trade-offs we make across markets.
You’ll partner closely with market GMs, Clinical, Product, Growth, Finance, Workforce Planning, AI and operational teams. You’ll have around seven direct reports and report to our Chief Commercial Officer. We’re open to this as a twelve-month fixed term or permanent hire.
What you’ll do
- Lead global patient operations across markets.
- Own the performance rhythm across market teams, Manila, workforce planning, AI-enabled support and partner operations.
- 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.
- 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.
- Make commercial service trade-offs.
- Balance cost to serve, service quality, clinical risk, growth and capacity.
- Grow the function’s commercial contribution.
- Own proactive outreach, cancellation saves, payment recovery and conversion alongside cost to serve.
- 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.
- 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.
- Own the channel question.
- Decide when channels like live chat, WhatsApp and voice earn their place, and when they dilute focus.
- Lead through growth and integration.
- Support new brand, market and operating-model integrations while protecting core service delivery.
- Build market leads who decide for themselves.
- Coach leaders to reason through automation, headcount and channel trade-offs without escalating every call.
- Create decision-quality reporting.
- Build a monthly rhythm that helps GMs and senior leaders understand performance, root causes, trade-offs and actions.
- Take command when priorities collide.
- Bring structure, judgement and pace when launches, backlogs, clinical escalations, partner constraints or capacity conflicts compete.
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.
About you
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.
- 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.
- 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.
Director, International Patient Operations in London employer: Careers at Eucalyptus
Eucalyptus is an exceptional employer that fosters a dynamic and collaborative work culture, empowering employees to take ownership of their roles and drive impactful financial strategies. With a strong focus on professional development and growth opportunities, particularly in the rapidly expanding European market, team members can expect to thrive in an environment that values innovation and teamwork. Located in Germany, this role offers the unique advantage of being at the forefront of international expansion, allowing you to make a significant contribution to the company's success while enjoying a supportive and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Director, International Patient Operations in London
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Careers at Eucalyptus.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Careers at Eucalyptus.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Careers at Eucalyptus, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Director, International Patient Operations in London
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Careers at Eucalyptus.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Careers at Eucalyptus.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Careers at Eucalyptus. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Careers at Eucalyptus. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Careers at Eucalyptus
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Careers at Eucalyptus’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
