Senior Care Operations Lead for West Africa

About the role

As the senior Care Operations professional for Alan Africa, you will shape the transformation of the Care function across Senegal and Côte d'Ivoire. You will design the operating model, integrate global best‑practice KPIs and rituals, and ensure high‑quality support for members through WhatsApp, phone and the app.

Key responsibilities

• Design and roll out a target operating model adapted to local markets, including team structure, service hours and performance standards.
• Define a three‑year team structure, manage outsourcing where appropriate, and oversee external partner performance.
• Lead integration of Alan’s KPIs, rituals and playbooks, training the local team and ensuring adherence.
• Own operational performance: set up reporting, diagnose root causes of delays, and drive concrete improvement actions.
• Ensure tools (ticketing, WhatsApp, phone) are fully operational and transition to Alan’s technology stack.
• Provide staffing model inputs, challenge budget outputs and represent Care Africa in global Alan Care forums.

Required profile

• 5+ years experience in customer service or experience operations, with a track record of scaling or turning around teams.
• Proven ability to lead change without direct line authority and earn stakeholder buy‑in.
• Data‑fluent: comfortable setting, tracking and interpreting KPIs to drive decisions.
• Fluent in French and comfortable working in English (written and spoken).
• Deep understanding of the West African market and ability to adapt approaches accordingly.

What we offer

• Permanent full‑time contract based in Dakar with regular trips to Abidjan.
• Central role in a fast‑growing African health‑tech backed by Alan’s global Care team.
• Comprehensive health insurance for you and your family.
• All necessary tools and resources to perform at your best.
• Learning and training budget for books, conferences and professional development.