🌐 Senior Care Ops

Alan is building a vertically integrated health partner that unites insurance and smart healthcare delivery into one seamless system. Our vision is to make prevention the new norm of care for all.

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 🇨🇦.

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:

• Own the strategy and execution plan for your vertical, aligned with Care’s strategic priorities (quality, member experience, scalability, cost-to-serve).

• Diagnose performance gaps and root causes across the full Care journey, and translate them into a clear roadmap (initiatives, sequencing, expected impact, resourcing).

• Define how we scale sustainably: operating model, tooling/process needs, automation opportunities, and measurement.

• Be accountable for measurable outcomes for your vertical (e.g., member satisfaction, resolution quality, productivity, SLA/backlog health, cost-to-serve).

• Build and maintain the right monitoring and rituals (dashboards, MBR, deep dives), ensuring we detect issues early and act fast.

• Drive continuous improvement: test solutions, iterate quickly, and ensure changes stick through clear documentation, training, and adoption follow-up.

• Write crisp problem statements and decision docs, align stakeholders, and drive execution from discovery to rollout.

• Manage trade-offs between speed, quality, compliance, and cost, and bring the right stakeholders in early.

• Lead the vertical as an “area”: create clarity on mission, roles, priorities, and rituals for contributors involved (Care Ops and Care Specialists).

• Coach and support team members to grow their scope and impact through feedback, structured problem-solving, and ownership.

• Influence senior stakeholders with clear narratives, data, and recommendations—internally and, when relevant, externally.

• Own partner strategy and governance: expectations, performance management, escalation paths, and continuous improvement plans.

• Lead vendor selection and transitions when needed (RFPs, comparative analysis, negotiation, ramp-up plans).

• Manage unit economics for outsourced scopes and drive cost-per-ticket improvements without compromising quality or member experience.

You will excel as a Senior 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 stakeholders (and, when relevant, external partners).

• Have strong strategic thinking skills, and can translate Care’s roadmap and company priorities into a clear strategy for your vertical (quality, member experience, scalability, cost-to-serve), with an executable roadmap.

• Demonstrate strong cross-functional leadership: you can align Care, Ops, Data, Engineers, and Product around a shared problem statement, make trade-offs, and drive delivery from diagnosis to rollout.

• Are highly data-driven and outcome-oriented: you define the right metrics, build simple monitoring/rituals, identify root causes, and turn insights into durable improvements.

• Have excellent program/project management skills, and can drive multiple complex initiatives in parallel (process changes, tooling improvements, automations, scope migrations) with clear owners, milestones, and impact tracking.

• Are passionate about operational excellence: you iterate quickly, keep a high bar on user experience, and ensure changes stick through documentation, training, and adoption follow-up.

• Can lead and grow an area/vertical: 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 owned and delivered a significant part of an operational (or Care) strategic plan, with clear ownership on outcomes (quality, cost-to-serve, scalability), ideally in a tech or high‑growth environment.

Experience with outsourcing / vendor management (e.g., BPOs, external partners) is a strong plus.

Experience across multiple countries or languages is a strong plus.

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.