Care Ops

About the Care Ops Role

Alan’s Care Ops team supports the global Care Community in France, Belgium, Spain, and Canada by providing tools, processes, and data to deliver on our roadmap and strategic plan. The role is accountable for operational excellence and efficiency in Care, enabling the community to scale without compromising user experience.

Key Responsibilities

1. Efficiency & Performance Monitoring

• Conduct deep dives into performance monitoring (SLAs, ticket-level framework, etc.) and share actionable findings to support decision‑making.
• Identify areas where processes no longer scale, prioritize them, and introduce solutions such as automation, externalization, or AI‑driven use cases.
• Advocate for efficiency needs to product teams.

2. Contact Experience

• Pilot the launch of new contact channel projects, such as a direct phone line for large deals and digitally challenged members.
• Support the globalization of Alan’s contact experience and anticipate impacts for the Care Community.

3. Tooling

• Identify and prioritize areas where current processes are non‑scalable, proposing tool‑powered solutions that include automation and AI‑driven use cases.
• Collaborate with product teams to improve tooling stack efficiency.
• Drive change by leading implementation of new processes and championing adoption across relevant parties.
• Promote AI within the community to foster understanding and integration into everyday processes.
• Own the tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and serve as the point of contact for tooling needs and projects, ensuring tools are up‑to‑date and compliant with security and legal requirements.
• Manage business partnerships with external providers and oversee RFP processes.

Collaboration

• Work closely with Care, Ops, Data, Engineering, and Product teams within an 8‑person squad.

Your Skills & Qualities

• Strong written and verbal communication in English and French.
• Excellent project management and stakeholder coordination.
• Passion for process optimization with the ability to implement solutions iteratively.
• Organized and structured mindset.
• Robust data analytics skills (SQL proficiency highly desirable).
• Ability to work independently in a fast‑paced environment.
• Demonstrated growth potential.
• Interest in no‑code, AI, and tooling.

We value diversity and encourage individuals from varied experiences and backgrounds to apply.

Benefits

• Fair rewards – generous equity packages complement base salary for permanent contracts.
• Flexible office – option for HQ, sponsored co‑working hubs, or full‑remote with home‑office equipment sponsorship.
• All the tools you need – top‑of‑the‑line equipment including MacBook Pro, keyboard, laptop stand, monitor, and noise‑cancelling headphones.
• Flexible vacation policy and working hours.
• Delightful healthcare insurance – 100% contribution covered by Alan for you and your family (permanent contracts only).
• Transport benefits – country‑specific commuter benefits.
• Learning & training opportunities – flexible training policy and budget for conferences.
• Parental leave – extended parental leave for all new parents (permanent contracts only).

After reading this job description, if you feel like you don’t have all prerequisites but it matches where you are or what you’d like to grow into, we encourage you to apply.

Work Location & Level

Hiring across France, Spain, Belgium, and Canada, with an initial focus on the C‑level range for this opportunity.