OverviewThe Care Ops role 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 any compromise on user experience.Key MissionsCare Ops collaborates closely with Care, Ops, Data, Engineers, and Product teams. Within a team of 8, we are seeking a Care Ops to take ownership of care tooling and efficiency. Efficiency and performance monitoring Conduct deep dives into performance monitoring (SLAs, ticket-level framework, etc.) and share actionable findings to support the decision-making process. Identify areas where processes don\'t scale, prioritize them, and introduce solutions that include automation, externalization, or the implementation of AI-driven use cases. Push and prioritize efficiency needs to the Product crews. Contact experience Pilot the 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 the globalization of Alan\'s contacting experience and anticipate the 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 the 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 its integration into everyday processes. Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the point of contact for the Care Ops team for tooling needs and projects, ensuring tools are up-to-date, integrated, and comply with our security and legal requirements. Manage business partnerships with external providers and oversee RFP processes. Join The Care teamYou Will Excel As a Care Ops If You Possess strong written and verbal communication skills in English & French. Have excellent project management and leadership skills to coordinate multiple stakeholders. Are passionate about process optimization and can implement solutions in a quick and iterative way. Have an organized and structured mindset. Showcase robust data analytics abilities (proficiency in SQL is highly desirable) Can work independently in a fast-paced environment. Demonstrate excellent growth potential. Showcase interest in no-code, AI, and tooling. Whether you are a recent graduate or an Ops professional with 3-5 years of experience, we want to hear from you. We value diversity and encourage individuals from varied backgrounds to apply. For this opportunity, we are aiming to hire within the C level range. Seniority levelMid-Senior levelEmployment typeContractJob functionHealth Care ProviderIndustriesInsurance Perks & Benefits Fair rewards. Generous equity packages complement your base salary, for permanent contracts only. Flexible Office. Office space at HQ, sponsored co-working hubs or full-remote with home office equipment sponsorship. All the tools you need. Macbook Pro, monitor, etc. Flexible vacation policy and flexible working hours. 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 and budget to attend conferences. Parental leave. Extended parental leave for all new parents, for permanent contracts only. Important note: we hire people, not roles. If you feel you don\'t have all prerequisites but it matches your growth path, apply. Not everybody will enter our recruitment process, but all should feel free to apply as it can bring learnings or success. For more information, check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor pages. #J-18808-Ljbffr