Description
We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.
We believe good health should last a lifetime, and that to get there we need to deliver personalised, high-quality and empathetic care.
You'll partner with our care teams to support patients across preventative health, weight management and specific women's and men's health conditions.
We joined Hims & Hers to do this on a bigger scale, with more ambition, a stronger global brand and resources to deliver care to patients in dozens of countries.
About the role (what you’ll be doing)
As Vendor & Performance Manager, you'll build and run a network of outsourced partners to support our patient support teams. You'll evaluate, select and launch BPO partners and delivery hubs, own the commercial machinery, hold partners to our standards, plan for peaks, and run the network's performance rhythm.
Responsibilities:
- Stand up our partner network. Evaluate, select and launch BPO partners and delivery hubs.
- Own the commercial machinery. Manage contracts, rate cards and seat-level SLAs.
- Hold partners to our bar. Implement a scorecard across the network.
- Plan the peaks. Agree surge capacity and flex terms with partners.
- Run the network’s performance rhythm. Manage weekly scorecards, KPI reviews and follow-ups.
- Work the seams. Collaborate with workforce management, quality sampling and service playbooks.
About you (who you are)
Requirements:
- Experience managing outsourced operations across multiple markets or vendors.
- Experience owning the commercial side, including rate cards, SLAs and QBRs.
- Knowledge of contact-centre or support operations.
- Ability to hold people to account with data.
- Comfortable being the first person in a seat.
Nice to haves:
- Experience standing up new delivery geographies.
- Healthcare or another regulated industry experience.
Why join Eucalyptus?
- Goal to support 1 million patients globally.
- Building a preventive healthcare ecosystem.
- High ownership and continuous feedback.
- Collaborative team environment.
What’s ahead in the UK
- Employee options program.
- Annual development budget and professional development leave.
- Hybrid setup with flexible work arrangements.
- Private health insurance and wellness allowance.
- Generous holiday and parental leave policies.