🌐 Care Ops

Job description

HEALTH CAN’T WAIT. Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t. Alan exists to end the wait. Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way. So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience. We are on an incredible journey to build a global leading company, with a unique culture https://alan.com/en/careers. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR. Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond. 🚀 WHY JOIN CARE OPS IN 2026? 🚀 You might look at Alan’s Care team today—managing high volumes seamlessly, supported by strong partners, and automating 40% of conversations—and ask: "It works, so why join now?" Yet, the most exciting part is still ahead. We are at a turning point as we prepare to support millions of members and push to set the standards in the industry. Here is why this is the moment to join. - People: This is the opportunity to join a team with incredibly high talent density, operating with distributed ownership—empowered Crew Leads, strong deputies, and Guillaume Poirier https://www.linkedin.com/in/guillaume-p-34602923/ as Care Ops Lead. It is a proven engine for creating talent and fueling internal mobility. - Processes: We absorb high volumes without glitches (including Ministry of Finance in France) and collaborate smoothly with Product and Sales. We trust and work hand-in-hand with solid external partners in France and Spain. - Innovation: We are one of the few companies in the world claiming to automate 40% of member conversations as of end of 2025 (a true market benchmark). We are pushing to create an organization capable of absorbing 3 million members with a lean team of Care Experts. To do this, we need to solve problems no one else has solved: - AI & Quality at Scale: We haven't yet fully engaged our partners to deliver high-quality, AI-powered service at scale. - Productivity: We are still resource-intensive. We know AI is the lever to crack the productivity of both our internal experts and external agents, and we are testing it—but we need to master it. - The Automation Glass Ceiling: We have hit 40%, but we need to break through to the next level. Recognition: We are building something unique, yet we are not yet known externally as the reference for Care operations. ⭐ THE CARE OPS ROLE ⭐ The Care Ops team supports the Care Community globally (France, Belgium, Spain, Canada) by providing tools, processes, and data to deliver on our Roadmap and Strategic Plan. Care Ops is accountable for operational excellence and efficiency in Care, enabling the Community to scale without any compromise on user experience. Care Ops collaborates closely with Care, Ops, Data, Engineers, and Product teams. Within a team of 8, we are seeking a Care Ops to take ownership of care tooling and efficiency: Some of our missions include: 1/ Efficiency and performance monitoring - Conduct deep dives into performance monitoring (SLAs, ticket-level framework, etc.) and share actionable findings to support the decision-making process. - Identify areas where processes don't scale, prioritize them, and introduce solutions that include automation, externalization, or the implementation of AI-driven use cases. - Push and prioritize efficiency needs to the Product crews. 2/ Contact experience - Pilot the launch of new contact channel projects, such as a direct phone line to help address new customer segments (Large / Very Large Deals) and digitally challenged members. - Support the globalization of Alan's contacting experience and anticipate the impacts for the Care Community 3/ Tooling: - Identify and prioritize areas where current processes are not scalable, proposing effective tool-powered solutions, including automation and AI-driven use cases. - Collaborate with dedicated Product crews to improve the efficiency of our tooling stack. - Drive the change by leading the implementation of new processes and pushing for their adoption across relevant parties. - Evangelize the use of AI within the Community to foster understanding and encourage its integration into everyday processes. - Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the point of contact for the Care Ops team for tooling needs and projects, ensuring tools are up-to-date, integrated, and comply with our security and legal requirements. - Manage business partnerships with external providers and oversee RFP processes. ⭐ JOIN THE CARE TEAM! ⭐️ You will excel as a Care Ops if you: - Possess strong written and verbal communication skills in English & French. - Have excellent project management and leadership skills to coordinate multiple stakeholders. - Are passionate about process optimization and can implement solutions in a quick and iterative way. - Have an organized and structured mindset. - Showcase robust data analytics abilities (proficiency in SQL is highly desirable) - Can work independently in a fast-paced environment. - Demonstrate excellent growth potential. - Showcase interest in no-code, AI, and tooling. Whether you're a recent engineer/business graduate with a passion for AI and no-code or an Ops with 3 -5 years of experience and a knack for managing tools and building integrations, we want to hear from you. Our ideal candidate thrives in a startup or tech company environment and is excited about the opportunity to make a significant impact in a growing company. If this sounds like you, then you might just be the Care Ops we're looking for. We value diversity and encourage individuals from varied experiences and backgrounds to apply. Join our Care team and contribute to our mission of delivering an exceptional user experience. For this opportunity, we are aiming to hire within the B-C level range https://alan.com/en/careers/a/salary-equity. 🙌 PERKS & BENEFITS https://alan.com/about/life-at-alan/a/perks At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers. Therefore, we offer: - Fair rewards. Generous equity packages complement your base salary, for permanent contracts only. - Flexible Office. Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest. - All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones. - Flexible vacation policy and flexible working hours. Organize your time as you wish. - Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only. - Transport. Country-specific commuter benefits. - Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises. - Parental leave. Extended parental leave for all new parents, for permanent contracts only. IMPORTANT NOTE: WE HIRE PEOPLE, NOT ROLES. After reading this job description, if you feel like you don’t have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply! Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success. 🔖 Check out our About Alan https://alan.com/about and Career https://alan.com/careers pages, as well as our Medium https://medium.com/alan, blog https://blog.alan.com/ and Glassdoor page https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm for more info.