Care Operations Lead – Scale Healthcare Support

About the role

Alan is looking for a Care Operations Lead to help scale its member‑centric healthcare service. You will own the end‑to‑end delivery of high‑volume member conversations, drive AI‑powered automation, and ensure a seamless experience across France, Spain, Belgium and Canada.

Key responsibilities

• Lead a distributed team of Care Experts and external agents, fostering ownership and radical transparency.
• Manage and continuously improve high‑volume member interactions, targeting automation beyond the current 40% benchmark.
• Collaborate closely with Product, Sales and external partners to align operations with business goals.
• Implement AI and quality‑at‑scale initiatives to boost productivity and reduce resource intensity.
• Monitor performance metrics, ensuring compliance with regulatory bodies such as the French Ministry of Finance.

Required profile

• Proven experience in operations or care delivery, preferably in health‑tech or large‑scale contact‑center environments.
• Strong analytical mindset with a focus on data‑driven decision making.
• Leadership skills to empower crew leads and drive internal mobility.
• Comfort with fast‑moving, innovative settings and a willingness to experiment with AI tools.

Required skills

What we offer

• Opportunity to shape a market‑leading AI‑driven care operation.
• Culture of distributed ownership, radical transparency and continuous growth.
• Access to a high‑talent team and strong internal mobility pathways.
• Impactful work supporting millions of members across multiple countries.