Care Operations Manager – Alan Africa

About the role

Alan, a prevention-first health insurer, acquired Tanel, the first digital health insurer in francophone West Africa, to expand its presence in Senegal and Côte d'Ivoire. Care Africa currently has about five people in Dakar and Abidjan, and the Care Ops role is the most senior Care person on the ground. You do not manage the team directly (the crew lead does); you own the transformation of how the team is organised, grows and performs, and bring local reality into global decisions.

Key responsibilities

• Design and roll out the target operating model for Senegal and Côte d'Ivoire, including agent time allocation, opening hours, service levels and the three-year team structure, and set up and manage outsourced partners
• Lead the integration of Alan's KPIs, rituals and playbooks, train and coach agents into Care Experts
• Own operational performance, quality and tools: structure weekly KPI reporting (including member satisfaction on WhatsApp and phone), diagnose root causes of delays and backlogs, and ensure ticketing, WhatsApp and phone tools are operational and aligned with Alan's stack
• Provide volumes, hours and productivity inputs for the staffing model and budget, and represent Care Africa in Alan's global Care community

Required profile

• 5+ years 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, and earning buy-in
• Data-fluent: sets and tracks KPIs and uses numbers to decide, without needing to build forecasting models
• Fluent in French and comfortable in written and spoken English
• Knowledge of the West African context, autonomy and comfort with ambiguity

Required skills

• Strong pluses: health, insurance or assistance experience; managing outsourcing partners; leading a CRM or tooling migration; WhatsApp or phone-heavy support; Wolof

What we offer

• Permanent full-time position in the Dakar office, with regular trips to Abidjan
• Comprehensive health insurance through Alan for you and your family
• Learning and training opportunities, including budgets for books and conferences
• Pay scale to be confirmed (C to E range)