Care Ops - Alan Africa

The role

You will own the transformation of the Care organization in West Africa by designing the operating model and leading integration with Alan. You will structure KPIs, manage operational performance, and act as the bridge between local reality and global strategy.

What you will do

• Design and roll out the target operating model for Senegal and Côte d'Ivoire
• Define the team structure for the next 3 years
• Set up and manage the performance of outsourcing partners
• Build the hiring plan and participate in recruitment
• Bring Alan's KPIs, rituals and playbooks to the local team
• Coach agents into Care Experts
• Structure KPIs and reporting for operational performance and quality
• Diagnose root causes behind delays and member pain points
• Ensure tools are operational and lead the transition to Alan's stack
• Represent Care Africa in Alan's Care community

Required qualifications

• 5+ years of experience in customer service or customer experience operations, including structuring, scaling or turning around a team
• Experience leading change in teams or functions you did not manage
• Data-fluent to set and track KPIs and use numbers to make decisions
• Fluent in French
• Work comfortably in English, written and spoken
• Know the West African context
• Structured, autonomous and at ease with ambiguity

Nice to have

• experience in health, insurance or assistance
• managing outsourcing partners
• leading a CRM or tooling migration
• running WhatsApp or phone-heavy support
• speaking Wolof

Benefits

• Permanent contract, full time
• Comprehensive health insurance through Alan for you and your family
• All the tools you need to do your best work
• Learning and training opportunities including a flexible policy and budgets for books and conferences

About the company

Alan is a global health insurer that integrates insurance, prevention, and care. In 2026, Alan acquired Tanel to accelerate expansion in francophone West Africa.