Vendor & Performance Manager - Global Patient Operations

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.

• 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.

Impact: 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.

• Stand up our partner network. 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.
• Own the commercial machinery. Contracts, rate cards and seat-level SLAs across every partner; chair the quarterly business reviews; keep terms sharp and relationships strong.
• Hold partners to our bar. 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.
• Plan the peaks. 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.
• Run the network’s performance rhythm. 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.
• Work the seams. 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.

What good looks like in year one: 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.

Skills and experience:

• You’ve managed outsourced operations across multiple markets or vendors: contracting, launching, scaling and, when needed, exiting BPO partners.
• You’ve owned the commercial side yourself: rate cards, SLAs and QBRs you ran, with negotiation outcomes you can point to.
• You know contact-centre or support operations deeply enough to read a scorecard critically: forecasting, capacity, quality…