🌐 Care Ops

HEALTH CAN’T WAIT. 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. 🐼 WHO WE ARE You. 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 ? 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: 🎯 What drives us - We're obsessed with helping members live healthier * 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 - We hire the best and empower them to succeed * 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 - We improve through honest feedback and bold thinking * 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 — We fight complexity and focus on what matters * 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? 🚀 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 solved: * AI & 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. Care 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 main verticals. Some of the missions include: 1) Operational strategy & scalable systems * 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. 2) Performance management & continuous improvement * 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. 3) Cross-functional delivery (Product, Data, Engineering) * 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. 4) Stakeholder & change leadership * 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. 5) Outsourcing / partner management (possible scope) * 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. ⭐ JOIN THE CARE OPS TEAM! ⭐️ 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. For this opportunity, we are aiming to hire within the C1-E level range. 🙌 PERKS & BENEFITS At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers. Therefore, 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, we want you to live where you’re the happiest. * 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. 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.

HEALTH CAN’T WAIT. 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. 🐼 WHO WE ARE At Alan we are on an important mission to empower everyone to live a longer, healthier life. Our goal is to extend the quality years of life expectancy for everyone. We empower our members with a ‘one-stop health partner’ model seamlessly integrating insurance, prevention, affordable care access and well-being services. We are redefining healthcare by being both a health insurer and a provider, creating the most member-centric experience in a vast market. We go above and beyond for our members and companies to overcome the day-to-day health obstacles and our product is built to address the biggest pain points they face. We partner with 37,000+ companies, with 1M+ members, and cumulate $1.2B ARR, growing fast.The team is 700+ people across France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦. 🤘 HOW WE DO IT ? People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as: 1. Mission is the Boss: We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company's success above all else. 2. Member & Customer-led: We are obsessively focused on solving customer problems and creating delightful experiences while building trust. 3. Excellence like Athletes: We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance. 4. Enlightened Despots: We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility. 5. Radically Transparent: We make information accessible and written-first, promoting async communication while protecting sensitive data. 🚀 THE CHALLENGE * Alan is a leading European health insurer with over 1 million members across 4 countries (France, Belgium, Spain, Canada). At its core, Alan is a tech company that believes exceptional member experience is a competitive advantage: fast, empathetic, and reliable service at scale. As of Q1 2026, 40% of conversations are handled automatically. * At the intersection of Care, Legal, Security, and Data Protection sits a set of topics that are as operationally complex as they are strategically critical: data breaches, GDPR rights requests, security incidents, legal complaints, regulatory reporting. * We are looking for a Care Legal & Security Specialist to own these topics end-to-end: handling complex cases in close collaboration with Alan's Legal and DPO teams, building the processes and training that allow our ~300 Care agents to manage them with confidence, and identifying where AI and automation can reduce manual load. As Alan accelerates across four countries, what you build in France gets replicated in Spain, Belgium, and Canada: your work doesn't stay local. * This is not a pure legal role, and it is not a pure ops role. You handle regulatory cases, improve the processes that prevent them from recurring, and scale what works across countries. You will be embedded within our Operational Excellence team, working in close collaboration with Care Ops and the Corporate Unit. 👨‍🚀 MISSIONS 1/ Operational run * Handle complex security incidents, GDPR cases, and legal complaints escalated from Care agents, including CNIL notifications (drafted in close collaboration with Legal and DPO, within the 72-hour regulatory deadline), account takeover situations, Level 2 and Level 3 complaints, and incoming legal mail * Manage interactions with external stakeholders (CNIL, Insurance Ombudsman, Signal Conso) with precision and within regulatory deadlines * Own KPI monitoring and reporting for legal and security matters; organize yearly complaints reporting for Alan's Board; identify trends and escalate systemic issues to Product teams early * 2/ Scalability: process, tools, and training * Design and continuously improve workflows, escalation paths, macros, and help center content so Care agents can handle legal and security cases autonomously at L1 and L2 * Identify simplification and automation opportunities across legal and security operations, then collaborate with Care Ops and Product crews to deploy them, rather than solving each case manually * Build and maintain training materials (case studies, Q&As, simulations), so Care Experts develop real judgment, not just process familiarity * Ensure regulatory training completion across the team * 3/ Globalization * Translate processes, frameworks, and training materials built for France into resources that Care and Legal/Compliance teams in other countries can adopt * Coordinate actively with counterparts in other countries to share learnings, align on best practices, and anticipate regulatory divergences * Build shared resources so that when a new country goes live, the Care Legal & Security function isn't starting from scratch * 4/ Mentorship and cross-collaboration * Support Care Experts participating in the Legal & Security taskforce: build their judgment on complex and ambiguous cases, be the primary escalation reference for Care agents facing difficult legal or security situations * Collaborate with the Corporate Unit Lead and Care Ops to shape the Care roadmap on legal and security topics; translate regulatory constraints into executable processes and surface operational insights that should inform policy or product decisions ⭐ YOU'LL EXCEL IN THIS ROLE IF YOU: * Deliver reliably on high-stakes, deadline-driven cases with a real member-centric mindset * Have at least 1-2 years of experience in one of the following: GDPR / privacy operations, legal complaints handling in a regulated sector, or compliance ops in fintech, insurtech, or health * Communicate with precision and adapt to your audience, whether you're briefing a legal expert, aligning with a product team, or coaching a front-line agent. You get buy-in from agents and managers who didn't ask for a new process, and that's as important as designing the process itself * Spot simplification opportunities and know how to turn them into projects: you identify what should be automated or redesigned, then drive the collaboration with Care Ops and Product to make it happen * Are comfortable navigating regulatory frameworks (GDPR, complaint handling, CNIL) without being a lawyer; you know when to escalate and when to own it, and you're backed by Legal and DPO experts at Alan * Are comfortable making judgment calls in ambiguous situations and moving forward without waiting for all the answers. * Are fluent in French (C1+ written and spoken, essential for CNIL notifications, ombudsman responses, and legal correspondence) and proficient in English for internal Alan collaboration * No prior legal qualification is required but a background in law is a genuine plus. We are looking for operational rigor, strong communication, and the appetite to build something that scales. For this opportunity, we are aiming to hire within the B-C level range. 🌍 HOW WE WORK Location: You must be legally eligible to work from France. Remote work: We offer remote work flexibility, but we value in-person collaboration. 🎯 IMPORTANT NOTE: WE HIRE PEOPLE, NOT ROLES. If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success. If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements? Remember, this is just a guide, not a checklist. We'll be thrilled to receive your application! 🔖 Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info. YOU WANT TO KNOW MORE ABOUT ALAN? 🙌 Perks & Benefits: Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers. 🤘A strong culture: People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work