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Alan is a European health insurer with over 1 million members across France, Belgium, Spain, and Canada, built on a tech-first platform integrating insurance, prevention, and care. The company has reached €800M+ ARR and partners with 40,000+ companies. This is a founding role to lead the Armenia market launch.
You will be the first Care Operations hire dedicated to Armenia, reporting to the global Care Ops leadership and working alongside a local Crew Lead, two BPO partners, and the global Care Ops team. In Q3 2026, you will own the launch as Program Management Officer, then transition to full operational ownership from Q4 onwards. By Q1 2027, you will manage operations with approximately 20 internal agents and 100+ BPO agents.
Key responsibilities include: designing the Armenia Care operating model from scratch in collaboration with internal teams (Care, Product, Engineering) and external BPO partners; defining workflows, escalation paths, and handoff protocols; managing day-to-day BPO performance including SLA adherence, productivity, and member satisfaction; structuring the Armenia tooling stack (ticketing, phone, automation); deploying Alan's quality framework with BPO partners and internal Care Experts; and building feedback loops between field operations and product/operational improvements.
You will build the playbook in real time, own the feedback loop as activity ramps, and ensure BPO partners are aligned on Alan's culture and working methods from day one. This requires strong program management skills to hold a complex launch plan across multiple workstreams, flag blockers early, and drive resolution. You should be comfortable building in ambiguity with no existing playbook, have hands-on BPO or vendor management experience, and demonstrate strong cross-functional alignment between local and global stakeholders. Native Armenian language or deep familiarity with the Armenian professional context is a strong plus; fluency in English is required for all internal collaboration.
