🇦🇲 Care Ops (Armenia)

Description

Full Job Description

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.

🚀 The Challenge

Alan is a leading European health insurer with over 1 million members across 4 countries (FR, BE, ES, CA). At its core, Alan is a tech company that believes exceptional member experience is a competitive advantage — flawless, empathetic, and fast service, proactive issue resolution, and turning members into brand ambassadors. As of Q1 2026, 40% of conversations are handled automatically.

We are looking for a senior Care Ops to own the Armenia launch as PMO in Q3 2026, then transition into full operational ownership from Q4 onwards.

This is a founding role. You will be the first Care Ops hire dedicated to Armenia, working alongside the local Crew Lead, two BPO partners, and the global Care Ops team. By Q1 2027, you will be running operations with ~20 internal agents and 100+ BPO agents. You will build the playbook from scratch — and own its execution.

Missions

1/ Operating model setup

• Design and iterate on the Armenia Care operating model in close collaboration with internal teams (Care, Product, Engineering) and external partners (BPOs)

• Define workflows, escalation paths, and handoff protocols between internal Care Experts and BPO agents

• Own the feedback loop between ground reality and model adjustments as activity ramps up

2/ BPO management

• Support the setup of BPO operations in close collaboration with the Outsourcing Lead

• Support Outsourcing Specialists in driving day-to-day operational performance: SLA adherence, productivity, member satisfaction

• Ensure BPO partners are aligned on Alan's culture and working methods from day one — onboarding, training ramp-up, and ongoing calibration

3/ Tooling setup

• Structure the Armenia tooling stack (ticketing tool, phone, automation) from scratch

• Ensure full integration and adoption before first member interactions

• Coordinate with Product crews on Armenia-specific prioritization

4/ Quality framework deployment

• Roll out Alan's quality framework with BPO partners and internal Care Experts

• Own quality audit cycles: score conversations, share structured feedback, track improvement over time

• Build the quality feedback loop between field observations and operational or product improvements

⭐ You'll excel in this role if you:

• Have strong program management skills: you can hold a complex launch plan across multiple workstreams, flag blockers early, and drive resolution

• Are comfortable building from scratch in ambiguity — there is no playbook yet, you'll write it in real time

• Have experience with BPO or vendor management: setting expectations, challenging performance, running governance, managing onsite relationships

• Can train and align external partners on standards they've never seen before — both BPO partners flagged training as the key challenge

• Demonstrate strong cross-functional alignment between local (Crew Lead, BPOs) and global (Care Ops, Product, Engineering) stakeholders

• Speak Armenian natively or have deep familiarity with the Armenian professional context (strong plus)

• Are fluent in English — all internal Alan collaboration is in English

We're looking for someone who has already owned a complex operational scope end-to-end, ideally in a launch or BPO management context. Experience building in a new market is a strong plus.

For this opportunity, we are aiming to hire within the D-F level range.

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