Explore more
Job Level
About the role
- Support the Care Community globally (France, Belgium, Spain, Canada) by providing tools, processes, and data to deliver on our Roadmap and Strategic Plan.
- Accountable for operational excellence and efficiency in Care, enabling the Community to offer a delightful service at scale.
- Collaborate closely with Care, Ops, Data, Engineers, and Product teams.
- Own the strategic management of outsourced activities globally, in tight articulation with Care’s strategic plan and ambitions on stellar quality and cost-to-serve reduction.
- Engage and align external partners on Alan’s vision and Care’s strategic priorities.
- Define and maintain the Outsourcing Area roadmap and priorities, aligned with Care’s strategic plan and capacity needs.
- Be accountable for the operational performance of external partners on member satisfaction, productivity, and operational performance.
- Own external cost management for Care outsourcing, monitor unit economics, and drive cost-per-ticket reduction.
- Lead the Outsourcing Area, composed of Care Ops and Care Specialists involved in outsourced activities, ensuring clear mission, roles, and rituals for the Area.
Requirements
- Excellent written and verbal communication skills in English and French, and can adapt your message from front-line teams to C-level and external partners.
- Strong strategic thinking skills, and can translate Care’s roadmap and company priorities into a clear outsourcing strategy.
- Demonstrate proven experience in leading relationships with external partners (BPOs, vendors, or similar): setting expectations, challenging performance, negotiating, and building long‑term trust.
- Excellent project management skills, and can drive multiple complex initiatives in parallel (scope migrations, vendor ramp‑ups, process changes) with clear ownership and milestones.
- Passionate about operational performance and process optimisation: you identify root causes, design pragmatic solutions, and iterate quickly while keeping a very high bar on user experience.
- Can lead and grow an area: you set direction, create clarity, give feedback, and help Care Ops and Care Specialists increase their scope and impact over time.
- Comfortable making decisions in ambiguity, can work independently in a fast‑paced environment, and know when to bring others in early.
- Experience leading teams or areas (formal or informal), creating clarity for others, and driving cross‑functional initiatives from problem to impact.
- Direct experience with outsourcing or vendor management (e.g. BPOs, external partners) is a strong plus but not mandatory.
Benefits
- Fair rewards. Generous equity packages complement your base salary, for permanent contracts only.
- Flexible Office. Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest.
- All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
- Flexible vacation policy and flexible working hours. Organize your time as you wish.
- Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only.
- Transport. Country-specific commuter benefits.
- Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
- Parental leave. Extended parental leave for all new parents, for permanent contracts only.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementoutsourcing managementvendor managementprocess optimizationstrategic planningdata analysiscost managementperformance monitoringroot cause analysisinitiative management
Soft skills
communication skillsstrategic thinkingrelationship buildingleadershipdecision makingadaptabilityproblem solvingcollaborationfeedback givingindependence