Senior Care Ops

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Alan

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

⚕️ Healthcare Insurance

💳 Fintech

☁️ SaaS

Healthcare Insurance • Fintech • SaaS

Alan is a digital health insurance company offering a transparent and efficient health insurance experience. It distinguishes itself by providing fair prices, lightning-fast reimbursements, exceptional customer care, and easy administration through a 100% digital app. Alan boasts a +69 Net Promoter Score, indicating high member satisfaction, and aims to expand its successful model to Canada. With over 650,000 members and a streamlined administration process, Alan focuses on making health insurance simple and accessible. Their digital platform ensures members and administrators have a seamless experience, with quick claim reimbursements and transparent pricing policies. Alan is committed to redefining health insurance by being a preventer, insurer, and caregiver every day.

📋 Description

• Own the strategy and execution plan for your vertical, aligned with Care’s strategic priorities. • Diagnose performance gaps and root causes across the full Care journey, and translate them into a clear roadmap. • Define how we scale sustainably: operating model, tooling/process needs, automation opportunities, and measurement. • 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. • 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. • Lead the vertical as an “area": create clarity on mission, roles, priorities, and rituals for contributors involved. • 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.

🎯 Requirements

• Excellent written and verbal communication skills in English and French, with the ability to adapt your message for front-line teams up to C‑level stakeholders (and, when relevant, external partners). • Strong strategic thinking: 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. • Proven cross-functional leadership: align Care, Ops, Data, Engineering, and Product around a shared problem statement, make trade-offs, and drive delivery from diagnosis to rollout. • Highly data-driven and outcome-oriented: define the right metrics, build simple monitoring/rituals, identify root causes, and turn insights into lasting improvements. • Excellent program and project management skills: drive multiple complex initiatives in parallel (process changes, tooling improvements, automations, scope migrations) with clear owners, milestones, and impact tracking. • Passion for operational excellence: iterate quickly, maintain a high standard for user experience, and ensure changes stick through documentation, training, and adoption follow-up. • Ability to lead and grow an area/vertical: set direction, create clarity, give actionable feedback, and help Care Ops and Care Specialists increase their scope and impact over time. • Comfortable making decisions in ambiguity, able to work independently in a fast‑paced environment, and knowing when to involve others early. • Experience delivering an operational or Care strategic plan with clear ownership of 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 operating across multiple countries or languages is a strong plus.

🏖️ Benefits

• Competitive compensation. Generous equity packages complement your base salary for permanent contracts only. • Flexible workplace. Excellent HQ office space, sponsored co-working hubs, or a fully remote option with home office equipment sponsorship—work where you’re happiest. • Best-in-class equipment. MacBook Pro, keyboard, laptop stand, monitor, and Bose noise-cancelling headphones. • Flexible vacation and working hours. Organize your time as you prefer. • Excellent health insurance. Very comprehensive healthcare coverage—100% of the contribution covered by Alan for you and your family (for permanent contracts only). • Commuter benefits. Country-specific transport benefits. • Learning & development. Flexible training policy, complimentary books, and budget to attend or speak at conferences when opportunities arise. • Parental leave. Extended parental leave for all new parents (for permanent contracts only).