Senior Care Ops

Senior Care Ops – Alan 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. Responsibilities Strategic management of outsourced activities Own the strategic plan for outsourced Care activities globally, aligned with Care’s strategic plan and ambitions on stellar quality and cost‑to‑serve reduction. Engage and align external partners on Alan’s vision and Care’s strategic priorities. Own the strategic management of external partners (BPOs), including senior stakeholders (account managers, operations directors, etc.). Lead RFP processes for outsourcing vendors: scope definition, selection criteria, comparative analysis, recommendations, and contract negotiation. Planning & operational performance Define and maintain the Outsourcing Area roadmap and priorities, aligned with Care’s strategic plan and capacity needs. Be accountable for the operational performance of external partners on: Member satisfaction. Productivity (e.g., tickets/hour). Operational performance: SLA adherence, backlog levels. Own external cost management for Care outsourcing: Monitor and challenge unit economics (e.g., cost per ticket). Identify and drive cost‑per‑ticket reduction without degrading user experience or quality. Area leadership Lead the Outsourcing Area, composed of Care Ops and Care Specialists involved in outsourced activities. Ensure clear mission, roles, and rituals for the Area. Grow each Area member’s scope and impact: Provide coaching and feedback. Help them structure and deliver impactful projects. Create opportunities to increase their ownership and autonomy. Qualifications Possess excellent written and verbal communication skills in English and French, adaptable from front‑line teams to C‑level and external partners. Have strong strategic thinking skills, translating Care’s roadmap and company priorities into a clear outsourcing strategy. Demonstrate proven experience in leading relationships with external partners (BPOs, vendors, or similar): setting expectations, challenging performance, negotiating, and building long‑term trust. Have excellent project management skills, driving multiple complex initiatives in parallel (scope migrations, vendor ramp‑ups, process changes) with clear ownership and milestones. Be passionate about operational performance and process optimisation: identify root causes, design pragmatic solutions, iterate quickly while keeping a very high bar on user experience. Can lead and grow an area: set direction, create clarity, give feedback, and help Care Ops and Care Specialists increase their scope and impact over time. Comfortable making decisions in ambiguity, working independently in a fast‑paced environment, and knowing when to bring others in early. Direct experience with outsourcing or vendor management is a strong plus but not mandatory. Experience across multiple countries or languages is a strong plus. For this opportunity, we are aiming to hire within the D‑E level range. Perks & Benefits 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. All the tools you need: Top‑of‑the‑range equipment – Macbook Pro, keyboard, laptop stand, monitor, Bose noise‑canceling headphones. Flexible vacation policy and working hours: Organise 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: Highly flexible training policy, free books and budget to attend and speak at conferences. Parental leave: Extended parental leave for all new parents, for permanent contracts only. Job Details Seniority level: Mid‑Senior Employment type: Contract Job function: Health Care Provider Industries: Insurance Referrals increase your chances of interviewing at Alan by 2x. Important note: we hire people, not roles. If you feel you don’t meet every requirement, but the role matches where you are now or what you’d like to grow into, we encourage you to apply All candidates, including those underrepresented, are welcomed. #J-18808-Ljbffr