Care Ops

About 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 turning health benefits from a cost centre into a valuable investment. We are a vertically integrated health partner that unites insurance and smart healthcare delivery into one system, creating the most member‑centric experience through deep engagement and empowerment. Our Growth & Reach Partnered with 35K+ companies, serving more than 1M users and reaching 770M+ in ARR 700+ people across France, Spain, Belgium, and Canada Operating since 2018 and expanding rapidly Culture & Values Mission is the Boss: long‑term thinking above all else Member & customer‑led: obsessed with solving problems and delighting users 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 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 Disciplined execution: decisive action with compounding focus Fight for simplicity: high‑impact processes, smart frugality Why Join Care Ops Now People: join a high‑talent team with distributed ownership and strong leadership Processes: handle high volumes without glitches, collaborate closely with Product and Sales, and partner with external teams in France and Spain Innovation: sole operator of 40% automated member conversations as of end‑2025, aiming to scale to 3M members The Care Ops Role Support the Care Community globally (France, Belgium, Spain, Canada) by providing tools, processes, and data to deliver the Roadmap and Strategic Plan. The role ensures operational excellence and efficiency, enabling the community to scale without compromising user experience. Responsibilities Efficiency & Performance Monitoring: conduct deep dives into SLAs and ticket‑level frameworks; identify scaling barriers; propose automation or AI‑driven solutions; prioritize needs for Product teams. Contact Experience: pilot new contact channel projects (e.g., direct phone line for large deals); support globalization of the contacting experience; anticipate impacts for the Care Community. Tooling: identify & prioritize low‑scalable areas; collaborate with Product crews to improve tooling stack; lead implementation of new processes; evangelize AI; own tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall); manage external provider partnerships and RFPs. Qualifications Strong written and verbal communication in English & French Excellent project management and stakeholder coordination skills Passion for process optimization with quick, iterative solutions Organized, structured mindset Robust data analytics abilities (SQL proficiency highly desirable) Ability to work independently in a fast‑paced environment Demonstrated growth potential Interest in no‑code, AI, and tooling Perks & Benefits Fair rewards: generous equity packages for permanent contracts Flexible Office: HQ space, co‑working hubs or full‑remote with sponsorship for home office equipment All the tools you need: MacBook Pro, keyboard, laptop stand, monitor, Bose headphones Flexible vacation policy and working hours Delightful healthcare insurance: 100% contribution covered for you and your family (permanent contracts) Transport: country‑specific commuter benefits Learning & training opportunities: free books, conference budget Parental leave: extended for all new parents (permanent contracts) Additional Information We value diversity and encourage individuals from varied experiences and backgrounds to apply. Per the EEO statement, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other protected characteristic. Important note: we hire people, not roles. After reading this job description, if you feel you don’t meet all prerequisites but are excited by the opportunity to grow, we encourage you to apply. Not everyone will enter our recruitment process, but all are welcome to apply. Seniority Level Mid‑Senior level Employment Type Contract Job Function Health Care Provider Industries: Insurance #J-18808-Ljbffr