Senior Care Ops

Who we areYou. 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 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 .How we do it ?AboutPeople 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:What drives us - We're obsessed with helping members live healthierMission is the Boss : long-term thinking, mission above all elseMember & customer-led : obsessed with solving problems and delighting usersHow we build excellence - We hire the best and empower them to succeedChampions of excellence : extremely high standards and talent densityDistributed ownership : everyone owns their decisions and resultsRadically transparent : all information accessible, written-first, async decisionsHow we grow together - We improve through honest feedback and bold thinkingOptimistic alchemy : optimists who collaborate with genuine careEmpathetic challengers : direct, caring feedback to help each other growBold contrarians : think differently, try new approaches⚡ How we move fast — We fight complexity and focus on what mattersDisciplined execution : decisive action with compounding focusFight for simplicity : high-impact processes, smart frugalityWhy join Care Ops now at the beginning of 2026?You might look at Alan’s Care team today—managing high volumes seamlessly, supported by strong partners, and automating 40% of conversations—and ask: “It works, so why join now?”Yet, the most exciting part is still ahead. We are at a turning point as we prepare to support millions of members and push to set the standards in the industry.Here is why this is the moment to join.People: This is the opportunity to join a team with incredibly high talent density, operating with distributed ownership—empowered Crew Leads, strong deputies, and Guillaume Poirier as Care Ops Lead. It is a proven engine for creating talent and fueling internal mobility.Processes: We absorb high volumes without glitches (including Ministry of Finance in France) and collaborate smoothly with Product and Sales. We trust and work hand-in-hand with solid external partners in France and Spain.Innovation: We are one of the few companies in the world claiming to automate 40% of member conversations as of end of 2025 (a true market benchmark).We Are Pushing To Create An Organization Capable Of Absorbing 3 Million Members With a Lean Team Of Care Experts. To Do This, We Need To Solve Problems No One Else Has SolvedAI & Quality at Scale: We haven't yet fully engaged our partners to deliver high-quality, AI-powered service at scale.Productivity: We are still resource-intensive. We know AI is the lever to crack the productivity of both our internal experts and external agents, and we are testing it—but we need to master it.The Automation Glass Ceiling: We have hit 40%, but we need to break through to the next level.Recognition: We are building something unique, yet we are not yet known externally as the reference for Care operations externally.⭐ The Senior 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 offer a delightful service at scale.Some Of The Missions Could IncludeCare Ops collaborates closely with Care, Ops, Data, Engineers, and Product teams. Within a team of 8, we are seeking a Senior Care Ops to take the lead of one of our areas of excellence:Strategic management of outsourced activities:Own the strategic plan for outsourced Care activities globally, in tight articulation with Care’s strategic plan and ambitions on stellar quality and cost-to-serve reduction.Engage and align external partners on Alan’s vision and Care’s strategic priorities.Own the strategic management of external partners (BPOs), including senior stakeholders (