Senior Care Ops

Who we are

You. Better. With 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.

By connecting all aspects of care - private, public, and direct to consumer - we create the most member-centric healthcare experience. Through deep engagement, we empower everyone to overcome day-to-day health obstacles and live healthier lives.

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 .

How we do it ?

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:

What drives us - We're obsessed with helping members live healthier

• Mission is the Boss: long-term thinking, mission above all else
• Member & customer-led: obsessed with solving problems and delighting users

How we build excellence - We hire the best and empower them to succeed

• 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

How we grow together - We improve through honest feedback and bold thinking

• 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

How we move fast — We fight complexity and focus on what matters

• 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?

You might look at Alan's Care team today—managing high volumes seamlessly, supported by strong partners, and automating 40% of conversations—and ask: "It works, so why join now?"

Yet, the most exciting part is still ahead. 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: This is the 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).

We are pushing to create an organization capable of absorbing 3 million members with a lean team of Care Experts. To do this, we need to solve problems no one else has solved:

• 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.

Recognition: We are building something unique, yet we are not yet known externally as the reference for Care operations externally.

The Senior 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 offer a delightful service at scale.

Care Ops collaborates closely with Care, Ops, Data, Engineers, and Product teams. Within a team of 8, we are seeking a Senior Care Ops to take the lead of one of our areas of excellence:

Some of the missions could include:

Strategic management of outsourced activities:

• Own the strategic plan for outsourced Care activities globally, in tight articulation with Care's strategic plan and ambitions on stellar 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)
• Operational performance: 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:

• Provide coaching and feedback,

• Help them structure and deliver impactful projects,
• Create opportunities to increase their ownership and autonomy.

Join the Care Ops team

You will excel as a Care Ops if you:

• Possess excellent written and verbal communication skills in English and French, and can adapt your message from front-line teams to C‑level and external partners.
• Have strong strategic thinking skills, and can translate Care's roadmap and company priorities into a clear outsourcing strategy.
• Demonstrate proven experience in leading relationships with external partners (BPOs, vendors, or similar): setting expectations, challenging performance, negotiating, and building long‑term trust.
• Have excellent project management skills, and can drive multiple complex initiatives in parallel (scope migrations, vendor ramp‑ups, process changes) with clear ownership and milestones.
• Are passionate about operational performance and process optimisation: you identify root causes, design pragmatic solutions, and iterate quickly while keeping a very high bar on user experience.
• Can lead and grow an area: you set direction, create clarity, give feedback, and help Care Ops and Care Specialists increase their scope and impact over time.
• Are comfortable making decisions in ambiguity, can 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.

You have experience leading teams or areas (formal or informal), creating clarity for others, and driving cross‑functional initiatives from problem to impact. You are comfortable navigating ambiguity: you can make decisions with incomplete information, iterate quickly, and bring the right stakeholders along the way.

Direct experience with outsourcing or vendor management (e.g. BPOs, external partners) is a strong plus but not mandatory. What matters most is your ability to:

• Own a complex scope end‑to‑end,
• Work with multiple stakeholders (internal and external),
• Use data and structured thinking to make trade‑offs and drive durable improvements.

Experience across multiple countries or languages is a strong plus.

For this opportunity, we are aiming to hire within the D-Elevel range.

Perks & Benefits

At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

Therefore, we offer:

• 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. Organize 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 info.

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