🌐 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. 🚀 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 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 scale without any compromise on user experience. Care Ops collaborates closely with Care, Ops, Data, Engineers, and Product teams. Within a team of 8, we are seeking a Care Ops to take ownership of care tooling and efficiency: Some of our missions include: 1/ Efficiency and performance monitoring 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. 2/ Contact experience 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 3/ Tooling: 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