Alan is your one-stop health partner.
Senior Care Ops
Location
France
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Senior Care Ops
Alan
• 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.
Job 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).
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