Operations Coordinator - Canadian Market

🐼 Who we are

You. Better. With Alan.

Alan's vision is to make prevention the new norm of care for all. Our mission is to help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment.

We're building a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system.

By connecting all aspects of care - private, public, and direct to consumer - we create the most member-centric healthcare experience. Through deep engagement, we empower everyone to overcome day-to-day health obstacles and live healthier lives.

We partner with 35K+ companies of all sizes, serving more than 950K+ members, and have reached 680M+ in ARR.

Our team of 700+ people (still growing) operates across France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦.

🤘 How we do it ?

People joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:

🎯 What drives us — We're obsessed with helping our members live healthier

• Mission is the Boss: long-term thinking, seeking our mission success above all else.

• Member & customer-led: obsessively focused on solving members & customers problems and creating the most delightful experiences.

🏆 How we build excellence — We hire the best people and give them platform to succeed

• Champions of excellence: extremely high standards and talent density.

• Distributed ownership: accountable enlightened despots, everyone owns their decisions and results.

• Radically transparent: all information is accessible and written-first, so everyone can make the best decisions asynchronously

🤝 How we grow together — We help each other improve through honest feedback and bold thinking

• Optimistic alchemy: optimists who collaborate with genuine care and support teammates.

• Empathetic challengers: direct, caring feedback combined with praises to help each other grow professionally

• Bold & creative contrarians: think differently to achieve greatness, try new approaches

⚡ How we move fast — We fight complexity and focus on what matters most

• Disciplined in execution: taking decisive actions with focus that compounds success over time

• Fight for simplicity: only high impact processes, smart frugality

⭐️ Operations at Alan ⭐️

The Operations Community’s core responsibilities is to deliver at scale our insurance and health services: we build our platform and operational capabilities and run our processes to guarantee delight and efficiency.

Being an Ops at Alan means joining a team of 50+ talented, committed and passionate Ops across our countries, with a lot of interactions with Engineering, Product, Care and many other teams at Alan.

We have a mix of Builder profiles, focused on (re)designing and implementing our processes and Operations Coordinators who deliver those on a daily basis while improving them.

We want team members to deliver excellence to our companies and members and be ready to disrupt (and not only upgrade) the way we traditionally think about insurance or healthcare services.

⭐️ The operations coordinator role ⭐️

The Operations Coordinator works on a specific subset of services we deliver (eg. claim reimbursement, fraud, clinic to name a few).

Their core responsibilities (+- 70/80% of the time) are to:

• Run our Health Insurance processes - that's why we call them Ops Runners internally 😉

• Ensure the day-to-day monitoring of our ops and tackle bottlenecks before they develop

• Flag opportunities to make our experience more delightful for members and admins

• Callout risks and come with a plan to mitigate them

In detail, your missions will encompass:

• Operating our Insurance processes: Handling member claims, refining our understanding of complex cases and implementing new benefits plans for customers

• Contributing to the definition & owning the best monitoring scheme to track volumes/efficiency/SLAs, and identify risks and areas of improvement, internally or with our service providers

• Manage the monthly billing process for all Alan Canada customers

• Escalating feedback, helping to prioritise and supporting initiatives to make our processes and services more delightful and efficient

Next to running and monitoring our operations, you implement continuous improvements to our processes (+-20/30% of the time). This can be in a variety of ways, e.g. working with product teams to automate certain processes, enhancing our external communication, auditing our processes, automating some process steps using automation tools, etc.

⭐️ Experience ⭐️

Since the scope of our Ops Runner role is extremely varied, we are open to candidates from different backgrounds : you could be a good fit for the Operations team at Alan if, for example, you:

• Operated processes and services especially for companies during the scale up stage or in industrial/logistic industries

• Worked in Support functions (Customer Support, People Operations etc)

• Had a Customer facing Commercial experience, e.g. account manager or Customer Success Communications, such as Social Media, Internal/ External Communications

• Handled event coordination

⭐️ Skills ⭐️

• Passionate about delivering & optimizing top notch operations: not scared to get your hands dirty to get into technical processes, making them clear and delightful for our operators and members

• A keen problem-solver and challenger with a dig deep mindset: what drives you is member and customer satisfaction !

• Highly organised with exceptional follow-up skills, with strong attention to details

• Strong and structured in written and verbal communication in English as well as in French (level C1 and above), with a high empathy

• Able to work and learn independently in a fast-paced environment

• Adaptable: you show flexibility and a strong ability to adapt to variable situations

• It’s even better if you have:

• Experience in the insurance or the healthcare industry

• Some analytics skills, to be able to dive into our data

For this opportunity, we are aiming to hire within the A2-B1 level range.

Why joining us now?

• Unique opportunity to contribute to the launch of a global healthcare player in Canada

• Provide a meaningful generational change to Canadians healthcare experiences

• Grow a business in a new country from 0-1

• Best balance of scrappy and thriving start-up environment while being part of a fluid global powerhouse

• The chance to be part of the founding team in Canada

🙌 Perks & Benefits

• In office: amazing office space right in the heart of the financial district (King & Yonge) to work closely and collaboratively with your colleagues 4-5 days per week in-person!

• All the tools you need: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.

• Flexible leave policy: we trust Alaners to take the holidays they need, and no pre-approval is required.

• Delightful healthcare insurance: great benefits through Alan’s Canada app!

• GRRSP. Generous employer matching program!

• Transport: monthly Toronto Transit Commission pass or other equivalent commuter benefits.

• Learning & Training opportunities: a highly flexible training policy, free books and budgets to attend and speak at conferences if the opportunity arises.

• Personal growth through coaching: At Alan, coaching isn't just a perk - it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan's values to develop their full potential. Learn more about our coaching culture.

• Parental leave: extended parental leave for all new parents.

Important note: we hire people, not roles.

If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.

If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements?

Remember, this is just a guide, not a checklist.

We'll be thrilled to receive your application!

🔖 Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.