Care Ops - Alan Africa

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 1000+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.

In West Africa, people wait for symptoms to get worse, wait months for an appointment, and depend on a health system stuck in paper and manual processes. We exist to end that wait.

Founded in 2022 in Senegal, Tanel is the first digital health insurer in francophone West Africa, operating in Senegal and Côte d'Ivoire. With 30,000+ members, a network of 1,200+ health facilities and 400+ pharmacies, and revenue multiplied by 7 in 2025, Tanel has proven real product-market fit.

In 2026, Alan, Europe's prevention-first health insurer (€950M+ revenue, 1M+ members in France, Belgium, Spain and Canada), acquired Tanel to accelerate its expansion in Africa. Together, we are building the reference health insurer in francophone West Africa, aiming for $200M in revenue by 2030.

• Turn Alan's Care model into a version that works for Senegal and Côte d'Ivoire: how agents split their time between members and improvement work, opening hours, weekends, service levels we commit to.

• Define the team structure for the next 3 years: roles, tiers, one team or one per country.

• Set up outsourcing where it makes sense, and manage the performance of our external partners.

• Build the hiring plan with the crew lead and take part in recruitment, including final-round validation.

• Bring Alan's KPIs, rituals and playbooks to the local team, and make sure they stick through training and follow-up.

• Help the crew lead grow the team and coach agents into Care Experts who own improvement projects.

• Structure our KPIs and reporting: what we measure, why, and how we review it every week, including member satisfaction on WhatsApp and phone.

• Diagnose root causes behind delays, backlogs and member pain points, and turn them into concrete actions.

• Make sure our tools (ticketing, WhatsApp, phone) are set up and fully operational, and lead the transition to Alan's stack with Product, so local needs are built in.

• Provide the inputs (volumes, hours, productivity) that feed our staffing model and budget, and challenge the outputs.

• Represent Care Africa in Alan's Care community: share what works, raise what doesn't, contribute to global projects.

• Contribute to Care's strategic plan, for Africa and at global level.

• Have 5+ years of experience in customer service or customer experience operations, including structuring, scaling or turning around a team.

• Have led change in teams or functions you did not manage, and know how to earn buy-in rather than impose a playbook.

• Are data-fluent: you set and track the right KPIs, read and challenge an analysis, and use numbers to make decisions. You do not need to build forecasting models.

• Are fluent in French and work comfortably in English, written and spoken.

• Know the West African context and adapt your approach to the people and the market you work with.

• Are structured, autonomous and at ease with ambiguity: much is still to be defined, and you will help define it.

• Care deeply about access to healthcare and want to have a real impact on members' lives.

Strong pluses: experience in health, insurance or assistance; managing outsourcing partners; leading a CRM or tooling migration; running WhatsApp or phone-heavy support; speaking Wolof.

If this role excites you but you don't tick every box, we would love to hear from you. Everyone, including people from underrepresented groups, should feel free to apply: either we succeed, or we learn.