Director, International Patient Operations

About the role

Eucalyptus, a consumer healthcare platform serving patients across the US, Australia, the UK, Germany, Japan, Spain and Canada, is looking for a Director of International Patient Operations. The role leads patient-facing service across every brand and market, reporting to the Chief Commercial Officer and working with market GMs and leaders of Clinical, Product, Growth, Finance and AI. It is a senior leadership position.

Key responsibilities

• Own the operating model: a single performance rhythm across market teams, Manila, workforce planning, AI and partner operations, with monthly reporting used by GMs and the leadership team.
• Drive resolution and safety: complete resolution, reopens, quality, response times, AI containment and 24-hour care, with clinical escalation risk visible.
• Manage capacity, cost and commercial contribution: where capacity sits in each market, captive versus vendor or automation, and the cost to serve a patient, plus payment recovery, outreach and conversion lines.
• Make design calls on automation, channels such as live chat, WhatsApp and voice, and what stays the same or changes per market.
• Turn contact drivers, complaints, reopens and verbatims into agreed fixes with Product, Clinical and Growth leaders.
• Support growth and integration of new brands, markets and operating models while core service keeps running.
• Build a leadership team of market leads who make their own automation, headcount and channel calls.

Required profile

• Senior leader who sees service as part of business growth, with experience running service at scale.
• Strategic partner to GMs or executives on growth, cost, market entry or operating model decisions.
• Experience leading or owning a customer or patient-facing operation of around 200+ people, or 150+ plus a partner network.
• Work across several markets, languages and regulatory regimes, with offshore, captive or BPO capacity, including SLAs, rate cards and site economics.
• Strong grasp of service economics and the ability to write one-page recommendations that change executive decisions.

Bonus points: background in strategy, consulting, commercial or general management; launching a new market, site or hub or integrating an acquired team; moving a high-volume operation onto AI; making a captive-versus-vendor decision; growing a revenue or retention line from a service function; building successors.