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Alan is a prevention-first health insurer operating across Europe and Africa. In 2026, Alan acquired Tanel, a digital health insurer founded in 2022 in Senegal that now operates in Senegal and Côte d'Ivoire with 30,000+ members and a network of 1,200+ health facilities. Alan and Tanel are building the reference health insurer in francophone West Africa, targeting $200M in revenue by 2030.
As Care Operations for Alan Africa, you will be the most senior Care operations person on the ground, reporting to Alan's global Care Ops team. You will not directly manage the crew, but you own the transformation of how the Care team is organized, grows, performs, and integrates with Alan's global operations.
Key responsibilities include:
1. Design and roll out the target operating model: Adapt Alan's Care model for Senegal and Côte d'Ivoire, including how agents allocate time, opening hours, service levels, and team structure for the next 3 years. Set up and manage outsourcing partnerships where appropriate. Build the hiring plan with the crew lead and participate in recruitment.
2. Lead integration with Alan: Bring Alan's KPIs, rituals, and playbooks to the local team through training and follow-up. Coach the crew lead and agents into Care Experts who own improvement projects.
3. Own operational performance, quality, and tools: Structure KPIs and weekly reporting on member satisfaction across WhatsApp, phone, and email. Diagnose root causes of delays and member pain points, turning them into concrete actions. Ensure ticketing, WhatsApp, and phone tools are operational and lead the transition to Alan's platform stack with Product input. Provide staffing model inputs (volumes, hours, productivity) and budget challenges.
4. Bridge local and global: Represent Care Africa in Alan's Care community, share learnings, raise issues, and contribute to Care's strategic plan at both regional and global levels.
The role is based in Dakar with regular trips to Abidjan. You will work on a permanent, full-time contract with comprehensive health insurance for you and your family, learning and training budgets, and all necessary tools.
REQUIREMENTS:
- 5+ years of experience in customer service or customer experience operations, including structuring, scaling, or turning around a team
- Demonstrated experience leading change in teams or functions you did not directly manage, with ability to earn buy-in rather than impose solutions
- Data fluency: ability to set and track appropriate KPIs, read and challenge analyses, and use numbers to drive decisions (forecasting modeling not required)
- Fluent in French and comfortable working in English (written and spoken)
- Knowledge of West African context and ability to adapt approach to local people and market
- Structured, autonomous, and comfortable with ambiguity; ability to help define undefined areas
- Deep care about healthcare access and desire to impact members' lives
Strong pluses: experience in health, insurance, or assistance; managing outsourcing partners; leading CRM or tooling migrations; running WhatsApp or phone-heavy support operations; speaking Wolof.
