<div class="content-intro"><p>We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.</p> <p>We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support.</p> <p>You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions.</p> <p>We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries.</p> <p>We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally.</p> <p>We hope that's you.</p></div><h3>About the role (what you’ll be doing)</h3> <p><strong>Impact:</strong> Our patient support teams handle over a million patient conversations a year across five markets, from our own teams in Manila, Sydney, London and Cape Town. As we launch new markets and grow existing ones, we’re building a network of outsourced partners to work alongside those teams: extra capacity for launches and seasonal peaks, coverage in new languages and time zones, and a bench that lets our own teams focus on the work closest to our patients. You’ll be the person who builds and runs that network - the partners, the commercials, and the performance standards that hold it all to one bar. This role reports to the Global Patient Operations lead.</p> <ul> <li><strong>Stand up our partner network.</strong> Evaluate, select and launch BPO partners and delivery hubs that support new market launches and growth: due diligence, commercials, ramp plans and go-lives, typically on six-week cycles.</li> <li><strong>Own the commercial machinery.</strong> Contracts, rate cards and seat-level SLAs across every partner; chair the quarterly business reviews; keep terms sharp and relationships strong.</li> <li><strong>Hold partners to our bar.</strong> One scorecard across the network, with partner seats measured to the same quality and speed standards our own teams set, so growth never comes at the cost of patient experience. You run the reviews, and you keep them honest.</li> <li><strong>Plan the peaks.</strong> January is the biggest event in our calendar; you’ll have surge capacity and flex terms agreed with partners before they’re needed, so peaks are absorbed by the network rather than carried by stretched teams.</li> <li><strong>Run the network’s performance rhythm.</strong> Weekly scorecards, KPI reviews and follow-ups that actually happen - across partners and, while our new global leadership seats land, our internal teams too - so everyone works from one set of numbers.</li> <li><strong>Work the seams.</strong> Volume allocation with workforce management, quality sampling with our QA team, service playbooks with the global process owners - the work stays governed by one set of standards whoever’s seat it sits in.</li> </ul> <p><strong>What good looks like in year one:</strong> new partner hubs live on schedule and supporting our market launches, every partner on a current rate card and SLA set, the January peak absorbed on pre-agreed flex without leaning on our own teams’ goodwill, and no performance breach left unactioned for more than a week.</p> <h3>About you (who you are)</h3> <p><strong>Skills and experience:</strong></p> <ul> <li>You’ve managed outsourced operations across multiple markets or vendors: contracting, launching, scaling and, when needed, exiting BPO partners.</li> <li>You’ve owned the commercial side yourself: rate cards, SLAs and QBRs you ran, with negotiation outcomes you can point to.</li> <li>You know contact-centre or support operations deeply enough to read a scorecard critically: forecasting, capacity, quality and speed metrics, and the ways they get gamed.</li> <li>You hold people to account with data and keep the relationship warm while you do it.</li> <li>You’re comfortable being the first person in a seat: you build the process, the templates and the cadence from scratch, and you like it that way.</li> </ul> <p><strong>Nice to haves:</strong></p> <ul> <li>Experience standing up new delivery geographies (Latin America, EMEA or similar).</li> <li>Healthcare or another regulated industry.</li> </ul> <h3>Why join Eucalyptus?</h3> <p>Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men’s health and well-being, fertility, skincare, and preventative health.</p> <p><strong>Here’s what makes joining Euc unique:</strong></p> <ul> <li><strong>What’s next</strong> - Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.</li> <li><strong>Build something world-changing</strong> - We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply reward