Senior Care Ops

Senior Care Ops Join the Senior Care Ops role at 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. What drives us Mission is the Boss: long‑term thinking, mission above all else Member & customer‑led: obsessed with solving problems and delighting users How we build excellence Champions of excellence: extremely high standards and talent density Distributed ownership: everyone owns their decisions and results Radically transparent: all information accessible, written‑first, async decisions How we grow together Optimistic alchemy: optimists who collaborate with genuine care Empathetic challengers: direct, caring feedback to help each other grow Bold contrarians: think differently, try new approaches How we move fast Disciplined execution: decisive action with compounding focus Fight for simplicity: high‑impact processes, smart frugality Why join Care Ops now at the beginning of 2026? We are at a turning point as we prepare to support millions of members and push to set the standards in the industry. People: 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. Processes: We absorb high volumes without glitches and collaborate smoothly with Product and Sales. Innovation: We are one of the few companies in the world claiming to automate 40% of member conversations as of end‑of‑2025. Solving the next challenges AI & Quality at Scale: We haven't fully engaged partners to deliver high‑quality, AI‑powered service at scale. Productivity: We are resource‑intensive; AI is the lever but we need mastery. The Automation Glass Ceiling: We have hit 40% but need to break through to the next level. 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. Key responsibilities Strategic management of outsourced activities Own the strategic plan for outsourced Care activities globally, aligned 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. Lead RFP processes for outsourcing vendors: scope definition, selection criteria, comparative analysis, recommendations, and contract negotiation. Planning & operational performance Define and maintain the Outsourcing Area roadmap and priorities. Be accountable for the operational performance of external partners on member satisfaction, productivity (e.g., tickets/hour), SLA adherence, backlog levels. Own external cost management for Care outsourcing: monitor and challenge unit economics, identify and drive cost‑per‑ticket reduction without degrading user experience or quality. Area leadership Lead the Outsourcing Area, composed of Care Ops and Care Specialists involved in outsourced activities. Ensure clear mission, roles, and rituals for the Area. Grow each Area member’s scope and impact: provide coaching and feedback, help them structure and deliver impactful projects, create opportunities to increase ownership and autonomy. Join the Care Ops team We’re looking for someone who has already led and delivered a significant part of an operational or Care strategic plan, with clear ownership on outcomes. You will excel as a 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 and external partners. Have strong strategic thinking skills, translating Care’s roadmap and company priorities into a clear outsourcing strategy. Demonstrate proven experience in leading relationships with external partners (BPOs, vendors), setting expectations, challenging performance, negotiating, and building long‑term trust. Have excellent project management skills, driving multiple complex initiatives in parallel with clear ownership and milestones. Are passionate about operational performance and process optimisation, identifying root causes, designing pragmatic solutions, and iterating quickly while keeping a very high bar on user experience. Can lead and grow an area, setting direction, creating clarity, giving feedback, and helping 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. Additional skills Experience leading teams or areas, creating clarity for others, and driving cross‑functional initiatives from problem to impact. Comfortable navigating ambiguity: make decisions with incomplete information, iterate quickly, and involve the right stakeholders. Direct experience with outsourcing or vendor management (BPOs, external partners) is a strong plus but not mandatory. Ability to own a complex scope end‑to‑end, work with multiple stakeholders, and use data and structured thinking to make trade‑offs and drive durable improvements. Experience across multiple countries or languages is a strong plus. Perf & Eligibility For this opportunity, we are aiming to hire within the D‑E level range. Perks & Benefits We offer: Fair rewards: Generous equity packages complement your base salary, for permanent contracts only. Flexible Office: Amazing office space at our HQ, sponsored co‑working hubs or a full‑remote experience with home office equipment sponsorship. All the tools you need: Top‑of‑the‑range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise‑canceling headphones. Flexible vacation policy and flexible working hours: Organize your time as you wish. Delightful healthcare insurance: Extremely 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 opportunities: A highly flexible training policy, free books and budget to attend and speak at conferences if the opportunity arises. Parental leave: Extended parental leave for all new parents, for permanent contracts only. Important note We hire people, not roles. If you feel like you don’t have all the necessary prerequisites but it matches where you are now or what you'd like to grow into, we encourage you to apply All, no matter how under‑represented, should feel free to apply as it can only bring learning or success. Contact Check out our About Alan, Career pages, as well as our Medium, blog and Glassdoor page for more info. Seniority level Mid‑Senior level Employment type Contract Job function Health Care Provider Insurance #J-18808-Ljbffr