Senior Care Ops

5 days ago Be among the first 25 applicants 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 are building a vertically integrated health partner that 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. We partner with 35K+ companies and serve more than 1M users, reaching 770M+ in ARR. Our team of 700+ people operates across France, Spain, Belgium, and Canada. Responsibilities Own the strategic plan for outsourced Care activities globally, aligning 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 the strategic management of external partners (BPOs), including senior stakeholders. Lead RFP processes for outsourcing vendors: scope definition, selection criteria, comparative analysis, recommendations, and 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 and challenge unit economics, identify and drive cost‑per‑ticket reduction without degrading experience or quality. 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 project delivery. 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, able to translate Care’s roadmap and company priorities into a clear outsourcing strategy. Proven experience in leading relationships with external partners (BPOs, vendors, or similar): 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: identifying root causes, designing pragmatic solutions, and iterating quickly while maintaining a high bar on user experience. Ability to lead and grow an area: setting direction, creating clarity, giving feedback, and helping staff increase scope and impact. 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. Perks & Benefits Fair rewards: generous equity packages complement your base salary for permanent contracts. Flexible Office: HQ, co‑working hubs, or full‑remote experience with home office equipment sponsorship. All the tools you need: 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: 100% of the contribution covered by Alan for you and your family for permanent contracts only. Transport: country‑specific commuter benefits. Learning & training opportunities: flexible training policy, free books, and budget to attend and speak at conferences. Parental leave: extended leave for all new parents for permanent contracts only. How to apply After reading this job description, if you feel you don’t have all the necessary prerequisites but the role matches where you are now or what you’d like to grow into, we encourage you to apply. Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply. Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info. #J-18808-Ljbffr