Care Ops

Care Ops role at Alan Join to apply for the 🌐 Care Ops role at 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’re building a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system. We partner with 35K+ companies of all sizes, serving more than 1M users, and have reached 770M+ in ARR. Our team of 700+ people (still growing) operates across France, Spain, Belgium, and Canada. Values and culture People joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as: 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 now at the beginning of 2026? We are at a turning point as we prepare to support millions of members and push to set the standards in the industry. Here is why this is the moment to join. People: opportunity to join a team with incredibly high talent density, operating with distributed ownership—empowered Crew Leads, strong deputies, and Guillaume Poirier as Care Ops Lead. It is a proven engine for creating talent and fueling internal mobility. Processes: we absorb high volumes without glitches (including Ministry of Finance in France) and collaborate smoothly with Product and Sales. We trust and work hand‑in‑hand with solid external partners in France and Spain. Innovation: we are one of the few companies in the world claiming to automate 40% of member conversations as of end of 2025 (a true market benchmark). Challenges we need to solve AI & Quality at Scale: we haven't yet fully engaged our partners to deliver high‑quality, AI‑powered service at scale. Productivity: we are still resource‑intensive. We know AI is the lever to crack the productivity of both our internal experts and external agents, and we are testing it—but we need to master it. The Automation glass ceiling: we have hit 40%, but we need to break through to the next level. The 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 any compromise on user experience. Key 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, prioritise them, and introduce solutions that include automation, externalisation, or the implementation of AI‑driven use cases. Push and prioritise 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 globalisation of Alan’s contacting experience and anticipate the impacts for the Care Community. Tooling Identify and prioritise 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. Evangelise 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. Who you 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 optimisation and can implement solutions in a quick and iterative way. Have an organised 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’re a recent engineer 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. If this sounds like you, then you might just be the Care Ops we’re looking for. 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 our HQ, sponsored co‑working hubs or a full‑remote experience with home‑office equipment sponsorship, we want you to live where you’re the happiest. All the tools you need. Top‑of‑the‑range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise‑canceling headphones. Flexible vacation policy and flexible working hours. Organise 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. A 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 that 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 underrepresented, should feel free to apply as it can only bring learnings or success. Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more information. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. Seniority level Mid‑Senior Level Employment type Contract Job function Health Care Provider Industries Insurance #J-18808-Ljbffr