Care Lead📣 Job Ad

About Alan and the Care Lead Role

Alan is building a new standard in prevention insurance, integrating insurance, prevention, and care into a single user experience. The company partners with over 40,000 companies and serves more than 1 million members. This Care Lead position is a full-time role based in Saudi Arabia, with 5-10 years of experience required. The successful candidate will be instrumental in establishing Alan's Care function in Saudi Arabia, ensuring member trust and building the operational framework from the ground up.

Key Responsibilities

• Directly handle in-house member contacts, including administrative requests, escalations, and complex cases.
• Develop scripts, guidelines, and documentation to establish the Care function in Saudi Arabia.
• Collaborate with the GM Saudi and the global Care community to define the operating model, including opening hours, shift coverage, tooling setup (*, Intercom), and traffic distribution between in-house and externalized support.
• Oversee the quality of externalized support by reviewing calls and tickets in Arabic, coaching outsourcing partners' agents, and implementing improvements based on member feedback.
• Manage the complaint-handling policy and ensure compliance with regulatory Service Level Agreements (SLAs) for complaints.
• Prepare necessary documentation and ensure readiness for Insurance Authority inspections.

Required Qualifications and Experience

• Experience in building an operational function from inception, or readiness to take on such a role with significant ownership.
• Ability to operate effectively in ambiguous environments, including handling direct member inquiries while simultaneously designing system processes.
• An AI-first mindset, with interest in automation and tooling development in addition to process design.
• Demonstrated leadership through ownership and directness, including holding outsourcing partners accountable for quality standards.
• A strong focus on delivering positive customer experiences, ensuring member satisfaction beyond issue resolution.
• Understanding of member stakes, ideally with experience in pre-authorization, claims, or member frustration points within health insurance, health services, or similar regulated environments.

Support and Growth Opportunities

The Care Lead will receive comprehensive support from Alan's global Care Operations team, which provides expertise in process design, tooling, forecasting, and planning, drawing from successful launches in France, Belgium, and Canada. This role offers significant ownership and impact from the outset, with the potential for growth into leading a local team as the function scales.