Global Care Manager (F/H)

In a fast‑growing environment, we are evolving our organization and creating the role of Global Care Manager to take over the global management of Care & Claims operations.

This hybrid role is centralized: you will manage Country Care Managers in France & Germany, while also serving as the technical expert for our internal tools. You report to the Head of Operations.

Direct Management

Lead, coach, and grow the Country Care Managers in France & Germany.

Team Cohesion

Foster unity, build a strong and energetic common culture, and energize the team daily, including remote management.

Recruitment, Career & Development

Oversee future recruitments and support team upskilling.

KPI Ownership

Ensure achievement of collective objectives: Service Quality (SLA, CSAT, Quality Audits, NPS), Productivity (Claims & CS), and Compliance.

Build and monitor related improvement roadmaps.

Operational Excellence

Define, document, and standardize processes (relevance, efficiency), ensure local adaptation per country, and drive continuous improvement.

Back‑Office Operations

Supervise critical operations: claims payments, reimbursements, referrals, time‑tracking reporting, compliance reporting, etc.

Tools Optimization

Configure and optimize ticketing tools and the entire back‑office system.

AI Deployment & Enablement

Drive AI adoption within the Care teams, equip and upskill teams with AI solutions, making it a core driver of performance.

Workflows & Automation

Create and maintain complex workflows and simple automations (customer communication, FAQ) to maximize efficiency.

Roadmap

Identify technical needs and deploy solutions for the Care team.

Must Have

• 4‑6 years in Operations or Customer Care, with significant team management experience.
• Tech‑savvy: power user or admin of ticketing tools (Intercom, Zendesk, etc.) and ability to configure workflows.
• Analytical mindset: comfortable with data to drive performance (Excel/GSheets; Looker is a plus).
• Leadership: proven ability to create team cohesion and set pace in an operational team.
• AI Driven: comfortable with AI concepts and tools to streamline operations and drive efficiency.
• Languages: fluent French and English (C1/C2).

Nice to Have

• Knowledge or mastery of automation tools (Make, N8N).
• Knowledge of the insurtech sector or claims management.
• Experience in a scale‑up with change management.