← All roles

Care Ops - Alan Africa

Alan· Care
Apply on company site
Hybrid (Dakar, Senegal)Full-timePosted 5d ago

About the role

Senior Care Operations role focused on designing and scaling the local operating model for Care Africa, integrating with Alan global practices, owning performance, and bridging local and global teams across Dakar and Abidjan.

Responsibilities

  • Design and roll out the target operating model for Senegal and Côte d'Ivoire, including agent allocations, hours, service levels, and structure for the next 3 years.
  • Define team structure and one-team-per-country considerations; set up outsourcing and manage external partners; participate in recruiting and final-round validation.
  • Lead integration with Alan by embedding KPIs, rituals, and playbooks; coach agents toward Care Experts and improvement projects.
  • Structure and report on KPIs, diagnose root causes of delays and pain points, and translate into concrete actions.
  • Ensure tools (ticketing, WhatsApp, phone) are operational and align local needs with Alan's product stack; provide inputs for staffing model and budget.
  • Act as bridge between local and global by representing Care Africa in the Care community and contributing to global plans.

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 you did not manage and earning buy-in.
  • Data-fluent with ability to set and track KPIs, review analyses, and use numbers for decisions (forecasting models not required).
  • Fluent in French with working proficiency in English (written and spoken).
  • Knowledge of West African context and ability to adapt approaches to local markets.
  • Structured, autonomous, and comfortable with ambiguity; desire to shape evolving processes.
  • Care deeply about access to healthcare and impact on members' lives.

Skills

Required:Operating model designTeam structuring & hiring planningKPI design and performance managementChange management & stakeholder buy-inData analysis & decision-making

Benefits

  • Permanent contract, full-time, Dakar with regular trips to Abidjan.
  • Central role in a fast-growing African healthtech, backed by Alan's global Care team.
  • Comprehensive health insurance for you and your family.
  • All necessary tools to perform at your best.
  • Learning and training opportunities with flexible policy and budgets for books/conferences.
Last updated Oct 21, 2026. Interested? Apply on the company site.
Alan logo

About Alan

Votre partenaire santé qui prévient, assure et accompagne au quotidien

Alan permet à chacun d’agir sur sa santé physique et mentale, en alliant le meilleur de la prévention et de l’assurance, le tout au sein d’une expérience unique.

assurancepréventionsantébien-êtremutuelle
Company profileWebsite

More open roles at Alan