Alan recrute un(e)
Care Ops
CDI • France
Cette offre est lié au département Care
Mots clés:
Operations
? Who we are
Alan is the one-stop health partner for the body & the mind.
Founded in 2016 by Jean-Charles Samuelian and Charles Gorintin, Alan is the first digital health insurance in France since 1986.
Alan's long-term goal is to make personal, proactive and holistic health part of people’s daily life, striving to be the world’s most member-centric healthcare company.
As of today, Alan covers more than 300,000 members, representing over €160m+ of annualized revenue(e)We recently raised a further €183m in a series E funding round bringing the company’s total valuation to €2.7bn(e)The team is 500+ people and growing(e)We are also operating in Spain ?? and Belgium ??, and guess what: the best is yet to come!
? How we do it?
At Alan, 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 take all our decisions in writing and adopt a direct and honest style of communication.
- Personal & Team Growth. We are self-improving whilst helping others grow(e)We’re no ego-doers and we all edit the company.
? Underrepresented folks...
Science shows that you are less likely to apply if you feel you don’t have all the necessary prerequisites. If this description matches where you are now or what you'd like to grow into in your next position, we encourage you to apply.
We strive to make our culture as inclusive as possible and believe both the company and its culture are strongest when composed of diverse experiences and backgrounds.
- We have an open salary & equity policy combined with a transparent career path: we base our people decisions on objective criteria.
- We have flexible working hours and leave policy.
- We trust people to work remotely
- We extended the length of parental leave and value this time as professional experience.
- We respect our coworkers gender identity and use their names, pronouns and agreements no matter their legal status.
⭐️ The challenge ⭐️
Care Ops support the Care Community around tooling, processes, and data(e)Their mission is to maintain the quality and improve the efficiency of our customer service(e)Care Ops are accountable for the Care operational excellence so that the Community can scale without any trade-off on user experience.
Care Ops work closely with Care, Ops, Data and Product teams.
1/ Data
- Define Care key metrics and build monitoring frameworks in collaboration with Data
- Improve Care analytical models: forecast of incoming traffic, capacity planning, cost tracking
- Build actionable dashboards on User Care Experts and external partners performance
- Analyze tickets, consolidate takeaways and share insights to Ops and Product
2/ Product & processes
- Identify areas where processes don’t scale and prioritize the ones needing to be fixed/automated/externalized
- Identify improvement opportunities in the organization, test new solutions in collaboration with the Care community, implement and track progress
- Drive decision making with Product team on scaling processes, scaling tools, building products
- Lead explorations to improve and scale customer service (phone support launch, externalisation, etc.)
3/ Tooling and automation
- Own all Care tools including Intercom, identify improvements, implement them in collaboration with the Care Community
- Identify alternative or missing tools for the Care community to increase performance, test and lead implementation of such tools
? Perks & Benefits
At Alan, we believe that being in good health is a basic need, and it starts with our employees(e)This is why Alaners are provided with a stimulating environment and perks for them to be happy, efficient and spend only high-quality time with co-workers.
Therefore, we offer:
- Flexible Office. Amazing office space in the headquarters, sponsored co-working hubs or a full-remote experience for those who want, with home office equipment sponsorship.
- We reward fairly(e)Generous equity packages are completing your base salary.
- All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-cancelling headphones
- Flexible vacation policy. Alaners can organize their time off as they wish.
- Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family.
- Transport. Country-specific commuter benefits
- Learning & Training opportunities. A very flexible Training policy at Alan, free books and budget to attend and speak at conferences if the opportunity arises
- Parental leave. Extended parental leave for all new parents.
Check out our Medium & blog for more info: https://medium.com/alan / https://blog.alan.com/