🌐 Senior Care Ops

Excellent written and verbal communication skills in English and French. Strong strategic thinking skills. Proven experience in leading relationships with external partners (BPOs, vendors, or similar). Excellent project management skills. Passionate about operational performance and process optimisation. Ability to lead and grow an area. Comfortable making decisions in ambiguity. Ability to work independently in a fast-paced environment. Experience leading and delivering a significant part of an operational or Care strategic plan. Experience leading teams or areas. Comfortable navigating ambiguity. Direct experience with outsourcing or vendor management is a strong plus. Ability to own a complex scope end-to-end. Ability to work with multiple stakeholders (internal and external). Ability to use data and structured thinking to make trade-offs and drive durable improvements. Experience across multiple countries or languages is a strong plus.

Own the strategic plan for outsourced Care activities globally. Engage and align external partners on Alan’s vision and Care’s strategic priorities. Own the strategic management of external partners (BPOs). Lead RFP processes for outsourcing vendors. Define and maintain the Outsourcing Area roadmap and priorities. Be accountable for the operational performance of external partners on member satisfaction, productivity, and operational performance. Own external cost management for Care outsourcing. Monitor and challenge unit economics. Identify and drive cost-per-ticket reduction. Lead the Outsourcing Area, composed of Care Ops and Care Specialists. Ensure clear mission, roles, and rituals for the Area. Grow each Area member’s scope and impact by providing coaching and feedback. Help members structure and deliver impactful projects. Create opportunities to increase members' ownership and autonomy.