Senior 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 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 seamlessly unites insurance and smart healthcare delivery into one system, connecting all aspects of care – private, public, and direct to consumer – to 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, serve more than 1M users, and have reached 770M+ in ARR. Our team of 700+ people operates across France, Spain, Belgium, and Canada. Culture & Values Mission is the Boss – long‑term thinking, mission 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 We are at a turning point as we prepare to support millions of members and push to set the standards in the industry. People: Join a team with high talent density, distributed ownership, and the opportunity to grow internally. Processes: We absorb high volumes without glitches, collaborate smoothly with Product and Sales, and work hand‑in‑hand with solid external partners. Innovation: We are a benchmark for automating 40% of member conversations. 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. Missions (select) 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. Lead RFP processes: scope definition, selection criteria, comparative analysis, recommendations, and contract negotiation. Planning & operational performance Define and maintain the Outsourcing Area roadmap and priorities. Be accountable for the operational performance of external partners on member satisfaction, productivity, SLA adherence, and backlog levels. Own external cost management: monitor and challenge unit economics 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. Ensure clear mission, roles, and rituals for the Area. Grow each member’s scope and impact through coaching, feedback, and autonomy. Qualifications & Experience Excellent written and verbal communication skills in English and French, able to adapt messaging from front‑line teams to C‑level and external partners. Strong strategic thinking skills, able to translate Care’s roadmap into a clear outsourcing strategy. Proven experience leading relationships with external partners (BPOs, vendors) – 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. Passionate about operational performance and process optimisation – identify root causes, design pragmatic solutions, and iterate quickly while maintaining a high bar on user experience. Experience leading and growing an area – set direction, provide clarity, give feedback, and help team members increase scope and impact. Comfortable making decisions in ambiguity, working independently in a fast‑paced environment, and knowing when to involve others early. Ideally, experience in a tech or high‑growth environment with a significant operational or Care strategic plan. Direct experience with outsourcing or vendor management (e.g., BPOs, external partners) is a strong plus. Experience across multiple countries or languages is a strong plus. Perks & Benefits Fair rewards – generous equity packages complement your base salary (permanent contracts only). Flexible office – HQ office, sponsored 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 (permanent contracts only). Transport – country‑specific commuter benefits. Learning & training opportunities – flexible training policy, free books, and budget for conferences. Parental leave – extended parental leave for all new parents (permanent contracts only). Additional Information Seniority level – Mid‑Senior level Employment type – Contract Job function – Health Care Provider Industries – Insurance #J-18808-Ljbffr