Senior Care Ops

Senior Care Ops Join Alan’s Care Ops team to support a global Care community (France, Belgium, Spain, Canada) by building tools, processes, and data that drive operational excellence and efficiency at scale. Key Responsibilities Strategic management of outsourced activities Own the strategic plan for outsourced Care activities globally, aligned with Care’s strategic plan and ambitions for quality and cost-to-serve reduction. Engage and align external partners on Alan’s vision and Care’s strategic priorities. Own the strategic management of external partners (BPOs), including senior stakeholders (account managers, operations directors, etc.). Lead RFP processes for outsourcing vendors: scope definition, selection criteria, comparative analysis, recommendations, and contract negotiation. Planning & operational performance Define and maintain the Outsourcing Area roadmap and priorities, aligned with Care’s strategic plan and capacity needs. Be accountable for the operational performance of external partners on: Member satisfaction Productivity (e.g., tickets/hour) SLA adherence, backlog levels Own external cost management for Care outsourcing: Monitor and challenge unit economics (e.g., cost per ticket) Identify and drive cost-per-ticket reduction without degrading user experience or quality Area leadership Lead the Outsourcing Area, composed of Care Ops and Care Specialists involved in outsourced activities. Ensure clear mission, roles, and rituals for the Area. Grow each Area member’s scope and impact by providing coaching, feedback, and opportunities for increased ownership and autonomy. What You Will Excel As a Care Ops Possess excellent written and verbal communication skills in English and French, adapting messaging from front-line teams to C‑level and external partners. Have strong strategic thinking skills, translating Care’s roadmap and company priorities into a clear outsourcing strategy. Demonstrate proven experience leading relationships with external partners (BPOs, vendors, or similar): setting expectations, challenging performance, negotiating, and building long‑term trust. Have excellent project management skills, driving multiple complex initiatives in parallel with clear ownership and milestones. Be passionate about operational performance and process optimisation: identifying root causes, designing pragmatic solutions, and iterating quickly while maintaining a high bar on user experience. Can lead and grow an area: setting direction, creating clarity, giving feedback, and helping Care Ops and Care Specialists increase their scope and impact over time. Are comfortable making decisions in ambiguity, work independently in a fast‑paced environment, and know when to bring others in early. We’re looking for someone who has already led and delivered a significant part of an operational or Care strategic plan, with clear ownership on outcomes (quality, cost, scalability), ideally in a tech or high‑growth environment. Experience leading teams or areas, creating clarity for others, and driving cross‑functional initiatives from problem to impact is essential. Direct experience with outsourcing or vendor management is a strong plus but not mandatory. Strong data‑driven decision making and multi‑country/audience experience are highly desirable. Perks & Benefits Fair rewards – generous equity packages complement base salary for permanent contracts only. Flexible Office – sponsored co‑working hubs, full‑remote experience with home‑office equipment sponsorship, and flexible working location options. All the tools you need – top‑of‑the‑range equipment: Macbook Pro, keyboard, laptop stand, monitor, Bose noise‑canceling headphones. Flexible vacation policy and working hours – organise your time as you wish. Delightful healthcare insurance – extremely comprehensive health insurance, 100% contributed by Alan for you and your family, for permanent contracts only. Transport – country‑specific commuter benefits. Learning & training opportunities – flexible training policy, free books, budget to attend and speak at 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 meet every prerequisite but the role aligns with where you are now or where you want to grow, we encourage you to apply We welcome candidates from all backgrounds and identities. Seniority level Mid‑Senior level Employment type Contract Job function Health Care Provider Industries Insurance #J-18808-Ljbffr