Care Ops

Care Ops – join the worldwide team at Alan. Vision & Mission Vision: Make prevention the new norm of care for all. Mission: 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. Culture & Values What drives us – We're obsessed with helping members live healthier Mission is the Boss: long-term thinking, mission above all else Member & customer-led: obsessed with solving problems and delighting users How we build excellence – We hire the best and empower them to succeed 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 How we grow together – We improve through honest feedback and bold thinking 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 How we move fast – We fight complexity and focus on what matters Disciplined execution: decisive action with compounding focus Fight for simplicity: high‑impact processes, smart frugality Why join Care Ops now at the beginning of 2026? People: Opportunity to join a team with high talent density, distributed ownership—empowered Crew Leads, strong deputies, and Guillaume Poirier as Care Ops Lead. Proved engine for creating talent and internal mobility. Processes: Absorb high volumes without glitches (including Ministry of Finance in France) and collaborate smoothly with Product and Sales. Trust and work hand‑in‑hand with solid external partners in France and Spain. Innovation: One of the few companies claiming to automate 40% of member conversations as of end of 2025 (true market benchmark). We are pushing to create an organization capable of absorbing 3 million members with a lean team of care experts. To do this we need to solve problems no one else has solved: AI & Quality at Scale: We haven't fully engaged partners to deliver high‑quality, AI‑powered service at scale. Productivity: Still resource‑intensive. AI is the lever to crack productivity of internal experts and external agents. We are testing it but need to master it. The Automation Glass Ceiling: We have hit 40% but need to break through to the next level. 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 scale without compromising user experience. Responsibilities Efficiency and performance monitoring Conduct deep dives into performance monitoring (SLAs, ticket‑level framework, etc.) and share actionable findings to support decision‑making. Identify areas where processes don’t scale, prioritize them, and introduce solutions that include automation, externalization, or AI‑driven use cases. Push and prioritize efficiency needs to the Product crews. Contact experience Pilot launch of new contact channel projects, such as a direct phone line to help address new customer segments (Large / Very Large Deals) and digitally challenged members. Support globalization of Alan’s contacting experience and anticipate impacts for the Care Community. Tooling Identify and prioritize areas where current processes are not scalable, proposing effective tool‑powered solutions, including automation and AI‑driven use cases. Collaborate with dedicated Product crews to improve the efficiency of our tooling stack. Drive change by leading the implementation of new processes and pushing for their adoption across relevant parties. Evangelize the use of AI within the Community to foster understanding and encourage integration into everyday processes. Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as point of contact for the Care Ops team for tooling needs and projects, ensuring tools are up‑to‑date, integrated, and comply with security and legal requirements. Manage business partnerships with external providers and oversee RFP processes. Qualifications Strong written and verbal communication skills in English & French. Excellent project management and leadership skills to coordinate multiple stakeholders. Passionate about process optimization and can implement solutions quickly and iteratively. Organized and structured mindset. Robust data analytics abilities (proficiency in SQL highly desirable). Can work independently in a fast‑paced environment. Demonstrates excellent growth potential. Interest in no‑code, AI, and tooling. Whether you’re a recent engineer/business graduate with a passion for AI and no‑code or an Ops with 3–5 years of experience and a knack for managing tools and building integrations, we want to hear from you. Our ideal candidate thrives in a startup or tech company environment and is excited about the opportunity to make a significant impact in a growing company. We value diversity and encourage individuals from varied experiences and backgrounds to apply. Join our Care team and contribute to our mission of delivering an exceptional user experience. For this opportunity, we are aiming to hire within the C‑level range. Perks & Benefits Fair rewards: Generous equity packages complement your base salary for permanent contracts only. Flexible office: Amazing office space at HQ, sponsored co‑working hubs, or full‑remote experience with home office equipment sponsorship. All the tools you need: MacBook Pro, keyboard, laptop stand, monitor, and Bose noise‑canceling headphones. Flexible vacation policy and flexible working hours: Organize 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 if the opportunity arises. Parental leave: Extended parental leave for all new parents, for permanent contracts only. Important note: we hire people, not roles. After reading this job description, if you feel like you don’t have all the necessary prerequisites but it matches where you are now or what you’d like to grow into in your next position, we encourage you to apply Not everybody will enter our recruitment process, but all, no matter how under‑represented, should feel free to apply as it can only bring learnings or success. Seniority Level Mid‑Senior level Employment Type Contract Job Function Health Care Provider Industries Insurance #J-18808-Ljbffr