Care Ops

Overview

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 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 operates across France, Spain, Belgium, and Canada.

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 scale without any compromise on user experience.

What you will do

1/ Efficiency and 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 don't scale, prioritize them, and introduce solutions that include automation, externalization, or AI-driven use cases.
• Push and prioritize efficiency needs to the Product teams.

2/ Contact experience

• Pilot the launch of new contact channel projects, such as a direct phone line to address new customer segments (Large / Very Large Deals) and digitally challenged members.
• Support the globalization of Alan's contacting experience and anticipate the impacts for the Care Community.

3/ Tooling

• Identify and prioritize areas where current processes are not scalable, proposing effective tool-powered solutions, including automation and AI-driven use cases.
• Collaborate with dedicated Product teams to improve the efficiency of our tooling stack.
• Lead the implementation of new processes and push for adoption across relevant parties.
• Promote the use of AI within the Community to foster understanding and integration into everyday processes.
• Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the point of contact for the Care Ops team for tooling needs and projects, ensuring tools are up-to-date, integrated, and compliant with security and legal requirements.
• Manage business partnerships with external providers and oversee RFP processes.

Join The Care team

You will excel as a Care Ops if you:

• Have strong written and verbal communication skills in English & French.
• Possess excellent project management and leadership skills to coordinate multiple stakeholders.
• Are passionate about process optimization and can implement solutions quickly and iteratively.
• Are organized and have a structured mindset.
• Showcase robust data analytics abilities (proficiency in SQL is highly desirable).
• Can work independently in a fast-paced environment.
• Demonstrate excellent growth potential.
• Showcase interest in no-code, AI, and tooling.

Whether you're a recent engineer/business graduate with a passion for AI and no-code or an Ops with 3-5 years of experience and a knack for managing tools and building integrations, we want to hear from you. Our ideal candidate thrives in a startup or tech company environment and is excited about the opportunity to make a significant impact in a growing company. 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.

For this opportunity, we are aiming to hire within the C level 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. We offer:

• Fair rewards : Generous equity packages complement your base salary, for permanent contracts only.
• Flexible Office : Office space at HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship.
• All the tools you need : Macbook Pro, keyboard, monitor, etc.
• Flexible vacation policy and hours : Organize your time as you wish.
• Delightful healthcare insurance : 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 : Flexible Training policy with budget for books and conferences where possible.
• 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 prerequisites but it matches where you are now or what you’d like to grow into, we encourage you to apply. We value diversity and encourage all to apply to gain learnings or success.

Check out our About Alan and Career pages for more info.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Health Care Provider

Industries

• Insurance

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