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Tech Stack
About the role
- Perform deep dives into performance monitoring (SLAs, ticket-level frameworks, etc.) and deliver actionable insights to support decision-making.
- Identify non-scalable processes, prioritize them, and implement solutions such as automation, outsourcing, or AI-driven use cases.
- Advocate for and prioritize efficiency improvements with Product teams.
- Pilot new contact channel projects, such as a dedicated phone line, to support new customer segments (Large / Very Large Deals) and digitally challenged members.
- Support the globalization of Alan's contact experience and anticipate impacts on the Care community.
- Collaborate with Product teams to improve the efficiency of our tooling stack.
- Lead change by implementing new processes and driving their adoption across relevant stakeholders.
- Promote AI adoption within the Care community to build understanding and encourage its integration into day-to-day workflows.
- Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the primary contact for the Care Ops team on tooling needs and projects, ensuring tools are up-to-date, integrated, and compliant with security and legal requirements.
- Manage business relationships with external providers and oversee RFP processes.
Requirements
- Strong written and verbal communication skills in English and French.
- Excellent project management and leadership skills to coordinate multiple stakeholders.
- Passion for process optimization and the ability to implement quick, iterative solutions.
- Organized and structured mindset.
- Strong data analytics skills (proficiency in SQL is highly desirable).
- Ability to work independently in a fast-paced environment.
- Demonstrates strong growth potential.
- Interest in no-code tools, AI, and tooling.
Benefits
- Competitive compensation. Generous equity packages complement your base salary (permanent contracts only).
- Flexible workplace. Access to our HQ office, sponsored co-working hubs, or a fully remote experience with home office equipment support.
- All the tools you need. Top-of-the-range equipment: MacBook Pro, keyboard, laptop stand, monitor, and Bose noise-cancelling headphones.
- Flexible vacation policy and working hours. Organize your time as you wish.
- Excellent health insurance. Extremely comprehensive coverage — 100% of the contribution covered by Alan for you and your family (permanent contracts only).
- Transport. Country-specific commuter benefits.
- Learning & training opportunities. A highly flexible training policy, free books, and a budget to attend and speak at conferences when opportunities arise.
- Parental leave. Extended parental leave for all new parents (permanent contracts only).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLdata analyticsautomationAIproject management
Soft skills
written communicationverbal communicationleadershipprocess optimizationorganizational skills