Senior Care Ops

Senior Care Ops role Join the Care Ops team at Alan, a globally integrated health partner. The Care Ops team supports the Care Community across France, Belgium, Spain, and 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 Own the strategic plan for outsourced Care activities globally, aligned with Care’s strategic plan and ambitions on quality and cost‑to‑serve reduction. Engage and align external partners on Alan’s vision and Care’s strategic priorities. Lead RFP processes for outsourcing vendors: scope definition, selection criteria, comparative analysis, recommendations, contract negotiation. 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, SLA adherence, and backlog levels. Own external cost management for Care outsourcing: monitor unit economics, identify and drive cost‑per‑ticket reduction without degrading user experience. Lead the Outsourcing Area, composed of Care Ops and Care Specialists involved in outsourced activities. Ensure clear mission, roles, and rituals for the Area, and grow each member’s scope and impact through coaching, feedback, and autonomy opportunities. Qualifications Excellent written and verbal communication skills in English and French, adaptable from front‑line teams to C‑level and external partners. Strong strategic thinking skills with the ability to translate Care’s roadmap and company priorities into a clear outsourcing strategy. Proven experience leading relationships with external partners (BPOs, vendors, etc.), setting expectations, challenging performance, negotiating, and building long‑term trust. Excellent project management skills, able to drive multiple complex initiatives in parallel with clear ownership and milestones. Passion for operational performance and process optimisation: identify root causes, design pragmatic solutions, iterate quickly while maintaining a high bar on user experience. Ability to lead and grow an area, setting direction, providing clarity, giving feedback, and helping Care Ops and Care Specialists increase their scope and impact. Comfortable making decisions in ambiguity, working independently in a fast‑paced environment, and knowing when to involve others early. Additional Experience & Preferences Leadership of a team or area (formal or informal), creating clarity for others and driving cross‑functional initiatives. Experience with outsourcing or vendor management (e.g., BPOs, external partners) is a strong plus but not mandatory. Experience across multiple countries or languages is a strong plus. Direct experience managing a complex scope end‑to‑end and using data and structured thinking to make trade‑offs and drive durable improvements. Perks & Benefits Fair rewards: generous equity packages complement base salary for permanent contracts. Flexible office: HQ, co‑working hubs, or full‑remote with home‑office equipment sponsorship. 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 by Alan for you and family, permanent contracts only. Transport: country‑specific commuter benefits. Learning & training opportunities: free books, budget for conferences, flexible training policy. Parental leave: extended parental leave for all new parents, permanent contracts only. We hire people, not roles. If you feel you don’t meet every single requirement but the role interests you and aligns with your current level or desired growth, we encourage you to apply. Not everybody will enter the recruitment process, but we welcome all who are motivated and eager to learn. For more information, check out our About Alan and Career pages, as well as our Medium blog and Glassdoor page. #J-18808-Ljbffr