Care Ops

Join to apply for the 🌐 Care Ops role at Alan Be among the first 25 applicants 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. By connecting all aspects of care — private, public, and direct to consumer — we create the most member‑centric healthcare experience. We partner with 35K+ companies of all sizes, serve more than 1M users, and have reached 770M+ in ARR. Our team of 700+ people (still growing) operates across France, Spain, Belgium, and Canada. How We Do It People joining Alan are always surprised and delighted by our innovative working method. Core values guide our approach: 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 People: Join a team with high talent density and distributed ownership, empowered Crew Leads, strong deputies, and a Care Ops Lead. Processes: We absorb high volumes without glitches, collaborating smoothly with Product and Sales and solid external partners. Innovation: One of the few companies claiming to automate 40% of member conversations as of end‑2025. Role Overview 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 Conduct deep dives into performance monitoring (SLAs, ticket‑level framework, etc.) and share actionable findings to support decision‑making. Identify process bottlenecks, prioritize them, and introduce solutions that include automation, externalization, or AI‑driven use cases. Push and prioritize efficiency needs to the Product crews. Pilot launch of new contact channel projects, such as a direct phone line for Large / Very Large Deals and digitally challenged members. Support the globalization of Alan’s contacting experience and anticipate impacts for the Care Community. Identify and prioritize areas where current processes are not scalable, propose tool‑powered solutions (automation, AI). Collaborate with Product crews to improve the efficiency of our tooling stack. Lead implementation of new processes and drive adoption across relevant parties. Evangelise AI within the Community to foster understanding and integration. Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the point of contact 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. Passion for process optimisation and ability to implement solutions quickly and iteratively. Organised and structured mindset. Robust data analytics abilities (proficiency in SQL highly desirable). Ability to work independently in a fast‑paced environment. Excellent growth potential. Interest in no‑code, AI, and tooling. Perks & Benefits Fair rewards: generous equity packages complement your base salary (permanent contracts only). Flexible office: 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, Bose headphones. Flexible vacation policy and flexible working hours. Delightful healthcare insurance: comprehensive health insurance – 100% contribution covered by Alan for you and your family (permanent contracts only). Transport: country‑specific commuter benefits. Learning & training opportunities: free books, budget to attend conferences. Parental leave: extended parental leave for all new parents (permanent contracts only). Important Note We hire people, not roles. If you feel you don’t have all the prerequisites but it matches where you are now or what you’d like to grow into, we encourage you to apply. Seniority Level Mid‑Senior level Employment Type Contract Job Function Health Care Provider, Insurance 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. #J-18808-Ljbffr