Vendor & Performance Manager - Global Patient Operations

About the role

Eucalyptus, part of Hims & Hers, is the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. Its patient support teams handle over a million patient conversations a year across five markets, and it is building a network of outsourced partners to cover new launches, seasonal peaks, new languages and time zones. The Vendor & Performance Manager builds and runs that network, its partners, commercials and performance standards, reporting to the Global Patient Operations lead.

Key responsibilities

• Set up the partner network: evaluate, select and launch BPO partners and delivery hubs, including due diligence, commercials, ramp plans and go-lives on six-week cycles.
• Manage contracts, rate cards and seat-level SLAs, and chair the quarterly business reviews.
• Run a single scorecard across the network, measuring partner seats to the same quality and speed standards as the internal teams.
• Agree surge capacity and flex terms with partners ahead of the January peak.
• Run weekly scorecards, KPI reviews and follow-ups across partners and internal teams.
• Coordinate volume allocation with workforce management, quality sampling with the QA team and service playbooks with global process owners.

Required profile

• Experience managing outsourced operations across multiple markets or vendors, including contracting, launching, scaling and exiting BPO partners.
• Experience owning the commercial side: rate cards, SLAs and QBRs, with negotiation outcomes you can point to.
• Ability to read contact centre scorecards critically, covering forecasting, capacity, quality and speed metrics.
• Comfortable building processes, templates and cadences from scratch.
• Nice to have: experience setting up new delivery geographies such as Latin America or EMEA, and healthcare or another regulated industry background.

What we offer

• Employee options programme and annual development budget plus 3 days of professional development leave.
• Hybrid setup with 3 days a week in the Old Street office.
• Private health insurance through Vitality or a monthly wellness allowance.
• 25 days of holiday, enhanced parental leave and the option to work from anywhere 3 weeks a year.