🌐 Senior 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. 🐼 WHO WE ARE You. Better. With Alan. Alan's vision is to make prevention the new norm of care for all. Our mission is to help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment. We're building a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system. By connecting all aspects of care - private, public, and direct to consumer - we create the most member-centric healthcare experience. Through deep engagement, we empower everyone to overcome day-to-day health obstacles and live healthier lives. We partner with 35K+ companies of all sizes, serving more than 1M users , and have reached 770M+ in ARR. Our team of 700+ people (still growing) operates across France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦. 🤘 HOW WE DO IT ? People joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values https://alan.com/about/company-culture that guide our approach to work, such as: 🎯 What drives us - We're obsessed with helping members live healthier - Mission is the Boss: long-term thinking, mission above all else - Member & customer-led: obsessed with solving problems and delighting users 🏆 How we build excellence - We hire the best and empower them to succeed - Champions of excellence: extremely high standards and talent density - Distributed ownership: everyone owns their decisions and results - Radically transparent: all information accessible, written-first, async decisions 🤝 How we grow together - We improve through honest feedback and bold thinking - Optimistic alchemy: optimists who collaborate with genuine care - Empathetic challengers: direct, caring feedback to help each other grow - Bold contrarians: think differently, try new approaches ⚡ How we move fast — We fight complexity and focus on what matters - Disciplined execution: decisive action with compounding focus - Fight for simplicity: high-impact processes, smart frugality 🚀 WHY JOIN CARE OPS NOW AT THE BEGINNING OF 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 externally. ⭐ THE SENIOR 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 offer a delightful service at scale. Care Ops collaborates closely with Care, Ops, Data, Engineers, and Product teams. Within a team of 8, we are seeking a Senior Care Ops to take the lead of one of our main verticals. Some of the missions include: 1) Operational strategy & scalable systems - Own the strategy and execution plan for your vertical, aligned with Care’s strategic priorities (quality, member experience, scalability, cost-to-serve). - Diagnose performance gaps and root causes across the full Care journey, and translate them into a clear roadmap (initiatives, sequencing, expected impact, resourcing). - Define how we scale sustainably: operating model, tooling/process needs, automation opportunities, and measurement. 2) Performance management & continuous improvement - Be accountable for measurable outcomes for your vertical (e.g., member satisfaction, resolution quality, productivity, SLA/backlog health, cost-to-serve). - Build and maintain the right monitoring and rituals (dashboards, MBR, deep dives), ensuring we detect issues early and act fast. - Drive continuous improvement: test solutions, iterate quickly, and ensure changes stick through clear documentation, training, and adoption follow-up. 3) Cross-functional delivery (Product, Data, Engineering) - Write crisp problem statements and decision docs, align stakeholders, and drive execution from discovery to rollout. - Manage trade-offs between speed, quality, compliance, and cost, and bring the right stakeholders in early. 4) Stakeholder & change leadership - Lead the vertical as an “area”: create clarity on mission, roles, priorities, and rituals for contributors involved (Care Ops and Care Specialists). - Coach and support team members to grow their scope and impact through feedback, structured problem-solving, and ownership. - Influence senior stakeholders with clear narratives, data, and recommendations—internally and, when relevant, externally. 5) Outsourcing / partner management (possible scope) - Own partner strategy and governance: expectations, performance management, escalation paths, and continuous improvement plans. - Lead vendor selection and transitions when needed (RFPs, comparative analysis, negotiation, ramp-up plans). - Manage unit economics for outsourced scopes and drive cost-per-ticket improvements without compromising quality or member experience. ⭐ JOIN THE CARE OPS TEAM! ⭐️ You will excel as a Senior Care Ops if you: - Possess excellent written and verbal communication skills in English and French, and can adapt your message from front-line teams to C‑level stakeholders (and, when relevant, external partners). - Have strong strategic thinking skills, and can translate Care’s roadmap and company priorities into a clear strategy for your vertical (quality, member experience, scalability, cost-to-serve), with an executable roadmap. - Demonstrate strong cross-functional leadership: you can align Care, Ops, Data, Engineers, and Product around a shared problem statement, make trade-offs, and drive delivery from diagnosis to rollout. - Are highly data-driven and outcome-oriented: you define the right metrics, build simple monitoring/rituals, identify root causes, and turn insights into durable improvements. - Have excellent program/project management skills, and can drive multiple complex initiatives in parallel (process changes, tooling improvements, automations, scope migrations) with clear owners, milestones, and impact tracking. - Are passionate about operational excellence: you iterate quickly, keep a high bar on user experience, and ensure changes stick through documentation, training, and adoption follow-up. - Can lead and grow an area/vertical: you set direction, create clarity, give feedback, and help Care Ops and Care Specialists increase their scope and impact over time. - Are comfortable making decisions in ambiguity, can work independently in a fast‑paced environment, and know when to bring others in early. We’re looking for someone who has already owned and delivered a significant part of an operational (or Care) strategic plan, with clear ownership on outcomes (quality, cost-to-serve, scalability), ideally in a tech or high‑growth environment. Experience with outsourcing / vendor management (e.g., BPOs, external partners) is a strong plus. Experience across multiple countries or languages is a strong plus. For this opportunity, we are aiming to hire within the C1-E 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.