🌐 Care Ops

Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t.

Alan exists to end the wait.

Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way.

So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience.

We are on an incredible journey to build a global leading company, with a unique culture. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR.

Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.

• Conduct deep dives into performance monitoring (SLAs, ticket-level framework, etc.) and share actionable findings to support the decision-making process.

• Identify areas where processes don't scale, prioritize them, and introduce solutions that include automation, externalization, or the implementation of AI-driven use cases.

• Push and prioritize efficiency needs to the Product crews.

• Pilot the launch of new contact channel projects, such as a direct phone line to help 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

• 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 crews to improve the efficiency of our tooling stack.

• Drive the change by leading the implementation of new processes and pushing for their adoption across relevant parties.

• Evangelize the use of AI within the Community to foster understanding and encourage its 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 comply with our security and legal requirements.

• Manage business partnerships with external providers and oversee RFP processes.

You will excel as a Care Ops if you:

• Possess strong written and verbal communication skills in English & French.

• Have excellent project management and leadership skills to coordinate multiple stakeholders.

• Are passionate about process optimization and can implement solutions in a quick and iterative way.

• Have an organized and 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. If this sounds like you, then you might just be the Care Ops we're looking for.

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.

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.