• Assist in daily operational tasks and ensure effective communication between teams. • Support data entry, management, and reporting efforts to maintain accurate company information. • Help coordinate company events and meetings to ensure all logistics are in place. • Maintain and improve administrative processes to enhance productivity and efficiency. • Respond to internal and external inquiries in a timely manner, providing excellent service and support.

• Calendar & Life Management: Ensuring the Founder’s day runs perfectly smoothly • The 'Academy': Spending dedicated hours per week in our internal training course • Research & Data: Preparing briefs for meetings and researching competitors • Administrative Operations: managing files, booking appointments, and handling ad-hoc requests

• Perform deep dives into performance monitoring (SLAs, ticket-level frameworks, etc.) and deliver actionable insights to support decision-making. • Identify non-scalable processes, prioritize them, and implement solutions such as automation, outsourcing, or AI-driven use cases. • Advocate for and prioritize efficiency improvements with Product teams. • Pilot new contact channel projects, such as a dedicated phone line, to support new customer segments (Large / Very Large Deals) and digitally challenged members. • Support the globalization of Alan's contact experience and anticipate impacts on the Care community. • Collaborate with Product teams to improve the efficiency of our tooling stack. • Lead change by implementing new processes and driving their adoption across relevant stakeholders. • Promote AI adoption within the Care community to build understanding and encourage its integration into day-to-day workflows. • Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the primary contact for the Care Ops team on tooling needs and projects, ensuring tools are up-to-date, integrated, and compliant with security and legal requirements. • Manage business relationships with external providers and oversee RFP processes.

• Support the Care Community globally (France, Belgium, Spain, Canada) by providing tools, processes, and data to deliver on our Roadmap and Strategic Plan. • Accountable for operational excellence and efficiency in Care, enabling the Community to offer a delightful service at scale. • Collaborate closely with Care, Ops, Data, Engineers, and Product teams. • Own the strategic management of outsourced activities globally, in tight articulation with Care’s strategic plan and ambitions on stellar quality and cost-to-serve reduction. • Engage and align external partners on Alan’s vision and Care’s strategic priorities. • Define and maintain the Outsourcing Area roadmap and priorities, aligned with Care’s strategic plan and capacity needs. • Be accountable for the operational performance of external partners on member satisfaction, productivity, and operational performance. • Own external cost management for Care outsourcing, monitor unit economics, and drive cost-per-ticket reduction. • Lead the Outsourcing Area, composed of Care Ops and Care Specialists involved in outsourced activities, ensuring clear mission, roles, and rituals for the Area.