Care Ops

Alan is a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system. We help employers turn health benefits from a cost centre into their most valuable investment, aiming to help people live in good health to 100 while helping them feel proud.

About the Team

We partner with 35K+ companies of all sizes, serving more than 1M users, and have reached 770M+ in ARR. Our team of 700+ people operates across France, Spain, Belgium, and Canada.

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:

• 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

Care Ops 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

• Efficiency and performance monitoring
  • Conduct deep dives into performance monitoring (SLAs, ticket‑level framework, etc.) and share actionable findings.
  • Identify process bottlenecks, prioritize them, and introduce solutions including automation, externalization, or AI‑driven use cases.
• Contact experience
  • Pilot the launch of new contact channel projects, such as a direct phone line for large/very large deals and digitally challenged members.
  • Support the globalisation of Alan's contacting experience and anticipate impacts for the Care Community.
• Tooling
  • Identify and prioritise areas where current processes are not scalable,optimization and propose tool‑powered solutions, including automation and AI‑driven use cases.
  • Collaborate with product crews to improve the efficiency of our tooling stack.
  • Lead the implementation of new processes and push for their adoption across relevant parties.
  • Evangelise the use of AI within the Community to foster understanding and encourage 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

• Strongबत communication skills in English and 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.
.Scene illustrated robust data analytics abilities (proficiency in SQL highly desirable).
• Ability to work independently in a fast‑paced environment.
• Demonstrated growth potential.
• Interest in no‑code, AI, and tooling.