Senior Care Ops

Senior Care Ops Position at Alan. Join our team to help people live in good health while making health benefits a valuable investment. Our Mission & Vision Alan’s vision is to make prevention the new norm of care for all and to help people live in good health to 100 while turning health benefits from a cost centre into their most valuable investment. Team & Culture 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 People: high talent density, distributed ownership, internal mobility engine Processes: handling high volumes, collaborating with Product and Sales, trusted partners in France and Spain Innovation: automating 40 % of member conversations, aiming for AI‑powered service at scale Role Overview Care Ops supports the Care Community across France, Belgium, Spain, and Canada by delivering tools, processes, and data. It drives operational excellence and efficiency, enabling a delightful service at scale. Key Responsibilities Strategic management of outsourced activities Own the strategic plan for outsourced Care activities globally, aligning with Care’s strategy and cost‑to‑serve goals Engage and align external partners on Alan’s vision Lead RFP processes for outsourcing vendors: scope, selection, analysis, recommendations, contract negotiation Planning & operational performance Define and maintain the Outsourcing Area roadmap and priorities Be accountable for operational performance of external partners on member satisfaction, productivity, SLA adherence, backlog levels Own external cost management: monitor unit economics, drive cost‑per‑ticket reduction while preserving quality Area leadership Lead the Outsourcing Area, set mission and rituals Coach and grow Area members, creating opportunities for ownership and autonomy You Will Excel If You Possess excellent written and verbal communication skills in English and French, and adapt your message from front‑line teams to C‑level and partners Have strong strategic thinking skills and translate roadmap into a clear outsourcing strategy Demonstrated experience leading relationships with external partners (BPOs, vendors), setting expectations, challenging performance, negotiating, building long‑term trust Excellent project management skills, able to drive multiple complex initiatives in parallel with clear milestones Passionate about operational performance and process optimisation, identify root causes, design pragmatic solutions, iterate quickly while maintaining user experience Capable of leading and growing an area: set direction, give feedback, increase scope and impact Comfortable making decisions in ambiguity, working independently in a fast‑paced environment, knowing when to bring others in early Preferred Experience Led and delivered significant operational or Care strategic plans, with clear ownership on outcomes (quality, cost, scalability), ideally in a tech or high‑growth environment Experience leading teams or areas, driving cross‑functional initiatives from problem to impact Direct experience with outsourcing or vendor management (BPOs, external partners) is a strong plus Experience across multiple countries or languages, strong data‑driven trade‑off skills Perks & Benefits Fair rewards – generous equity packages with permanent contracts Flexible Office – HQ space, co‑working hubs, or full‑remote with equipment sponsorship All the tools you need – laptops, monitors, noise‑canceling headphones Flexible vacation policy and working hours Delightful healthcare insurance – 100 % contribution covered by Alan for you and your family (permanent contracts) Transport – country‑specific commuter benefits Learning & Training opportunities – flexible training + budget for conferences Parental leave – extended for all new parents (permanent contracts) Important Note We hire people, not roles. Inclusivity If you feel you don’t meet every prerequisite but the role resonates with your current experience or growth aspirations, we encourage you to apply. All candidates, including those under‑represented, are welcome to apply. Position Details Seniority level: Mid‑Senior level Employment type: Contract Job function: Health Care Provider Industries: Insurance #J-18808-Ljbffr