Who we are Alan envisions a world where anyone holds the power to actively influence their physical and mental health. We strive every day for a healthier humanity, starting with healthier people and healthier businesses. Alan simplifies access to care, and empowers everyone to be healthier, physically and mentally, thanks to preventive care, health and insurance all in one experience. From prevention to extra-fast reimbursement of health care, and overcome together, as easily as possible, health related issues. We go the extra-mile for our members, becoming a resource for them, and obsessively creating solutions to help them in their day-to-day obstacles with a caring, tailored, personalized approach. They are never alone with Alan. We partner with 25,000 companies, with 500K members, and cumulate 350m+ and growing ARR. We operate in France, Spain and Belgium. The team is 580+ people, all over Europe. How we do it ? People joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as: - Members first. We put our members first, our team second, our shareholders third. - Radical Transparency. We make all choices in writing and adopt a direct and honest style of communication. - Personal & Team Growth. We are self-improving whilst helping others grow. We're no ego-doers and we all edit the company. - Distributed Ownership. We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run. - Fearless ambition. We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas. We embrace AI to increase our productivity and be at the forefront of technological changes. The Challenge The Care Ops team supports the Care Community globally (France, Belgium, Spain) 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 6, we are seeking a Care Ops to take ownership of tooling and care enablement: Tooling: At Alan, we believe in substantial investment in tooling to ensure our teams deliver top-notch service to our members and admins. We are committed to either developing our own internal tools or utilizing the best tools available in the market, to ensure our teams have all the resources they need to excel. We genuinely believe in the transformative power of AI and are keen to leverage this technology to enhance our efficiency and scalability. As a Care Ops, you will: - 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 (Zapier, 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 partnerships with external providers and oversee RFP processes. Care Enablement: Alan prioritizes delivering high-quality service. In this context, enablement (quality, training, knowledge management) is crucial to maintaining a high level of expertise and supporting agents in managing complex conversations at scale. We firmly believe that AI will revolutionize knowledge management and are committed to implementing AI-powered knowledge management solutions. As a Care Ops, you will: - Develop and enhance care enablement strategies, focusing on onboarding, continuous training processes, and knowledge base strategy optimization, in collaboration with our Knowledge Specialist. - Build comprehensive expertise on the most effective market strategies, ensuring alignment with our objectives and adding value to our operational effectiveness. - Support Knowledge Specialist in identifying, designing, and implementing...
Alan