تفاصيل الوظيفة
تعلن شركة Alan عن توفر وظيفة "قائد الرعاية" (Care Lead) في الرياض، السعودية، للعمل على بناء وظيفة الرعاية من الصفر وضمان ثقة الأعضاء بالشركة.
المهام والمسؤوليات
- تأسيس وظيفة الرعاية من الصفر: معالجة اتصالات الأعضاء الداخلية (طلبات إدارية، تصعيد، حالات معقدة) مباشرة.
- كتابة النصوص والإرشادات والوثائق التي تجعل خدمة الرعاية تعمل في السعودية منذ اليوم الأول.
- تشكيل نموذج التشغيل الميداني بالتعاون مع المدير العام للسعودية وفريق الرعاية العالمي: ساعات العمل، تغطية المناوبات، إعداد الأدوات (Intercom وغيرها)، وتوزيع حجم العمل بين الدعم الداخلي والخارجي.
- امتلاك معيار الجودة لكل ما يتم إسناده إلى جهة خارجية: مراجعة المكالمات والتذاكر باللغة العربية، تدريب وكلاء شريك الاستعانة بمصادر خارجية، وإغلاق حلقة الملاحظات بين تجربة الأعضاء والتحسينات.
- امتلاك المسؤولية التنظيمية: إدارة سياسة معالجة الشكاوى والالتزام بمستويات الخدمة التنظيمية للشكاوى، وإعداد الوثائق والجاهزية لفحص هيئة التأمين.
المهارات المطلوبة
المتطلبات الأساسية: - مواطن سعودي. - إجادة اللغتين العربية والإنجليزية كتابةً وتحدثًا (إلزامية: العربية لمراجعة المحادثات، الإنجليزية للتعاون مع فريق الرعاية العالمي) - القدرة على العمل في بيئة غير واضحة المعالم: بناء النظام مع تنفيذ المهام في الوقت نفسه. - امتلاك قوية للمسؤولية والصراحة، بما في ذلك محاسبة الشريك الخارجي على معيار الجودة. - اهتمام حقيقي بالأتمتة والأدوات القائمة على الذكاء الاصطناعي. المتطلبات المرغوبة (نقطة قوة إضافية): - خلفية في التأمين الصحي أو الخدمات الصحية أو الخدمات المالية؛ فهم عمليات الموافقة المسبقة والمطالبات ونقاط إحباط الأعضاء في السعودية. - خبرة في بناء أو توسيع وظيفة تشغيلية/دعم من الصفر. - الإلمام بالبيئة التنظيمية السعودية (متطلبات هيئة التأمين). - المستوى المستهدف: B1-C1 على سلم التصنيف الداخلي لـ Alan.
المزايا
- فريق عالمي متميز للاعتماد عليه: دعم كامل من فريق العمليات العالمي لـ Alan والأدوات المستخدمة في إطلاق الرعاية في فرنسا وبلجيكا وكندا.
- امتلاك حقيقي وتأثير فوري منذ اليوم الأول على وظيفة تبنيها بنفسك.
- مع توسع الفريق، يمكن أن ينمو هذا الدور لقيادة فريق محلي.
عرض النص الأصلي للإعلان
Health can’t wait.
Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t.
Alan exists to end the wait.
Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way.
So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience.
We are on an incredible journey to build a global leading company, with a unique culture. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR.
Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.
⭐ Your mission
We are building Alan's Care function in Saudi Arabia, and you will be the person who makes sure every member trusts Alan when they need us most. You'll build the function from zero: process, tooling, quality bar, then scale it, while handling the conversations that matter most yourself.
Founding the function
Owning quality on externalized support
Owning regulatory accountability
You won't be building this alone. You'll have the full support of Alan's global Care Ops team on process design, tooling, forecasting, and planning, the same team behind our Care launches in France, Belgium, and Canada. You bring the on-the-ground execution and Arabic-language expertise; they bring the playbooks and cross-market experience.
👀 Who we are looking for
Must-haves
⭐ What we offer
Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t.
Alan exists to end the wait.
Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way.
So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience.
We are on an incredible journey to build a global leading company, with a unique culture. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR.
Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.
⭐ Your mission
We are building Alan's Care function in Saudi Arabia, and you will be the person who makes sure every member trusts Alan when they need us most. You'll build the function from zero: process, tooling, quality bar, then scale it, while handling the conversations that matter most yourself.
Founding the function
- Handle directly the member contacts that stay in-house: admin requests, escalations, complex cases.
- Write the scripts, guidelines, and documentation that make Care work in Saudi from day one.
- Shape the operating model on the ground together with the GM Saudi and the global Care community: opening hours, shift coverage, tooling setup (Intercom and others), and how traffic splits between in-house and externalized support.
Owning quality on externalized support
- Own the quality bar for everything we externalize: review calls and tickets in Arabic, coach our outsourcing partner's agents, and close the loop between what members experience and what we improve.
Owning regulatory accountability
- Own the complaint-handling policy and the regulatory SLAs on complaints.
- Prepare the documentation and readiness for the Insurance Authority inspection.
You won't be building this alone. You'll have the full support of Alan's global Care Ops team on process design, tooling, forecasting, and planning, the same team behind our Care launches in France, Belgium, and Canada. You bring the on-the-ground execution and Arabic-language expertise; they bring the playbooks and cross-market experience.
👀 Who we are looking for
- You are a founding operator. You've built an operational function from scratch before, or you're ready to do it for the first time with real ownership.
- You are hands-on in ambiguity. You're happy to answer tickets yourself on day one while designing the system in parallel. Some decisions on coverage model and tooling are still being finalized, and you'll help make them.
- You are AI-first. You're excited to work on automation and tooling, not just process.
- You lead with ownership and directness. You hold an outsourcing partner accountable to a quality bar without hesitation.
- You understand the member's stakes. Ideally, you've seen pre-authorization, claims, or member frustration points up close, in health insurance, health services, or a comparable regulated environment.
Must-haves
- Saudi national.
- Fluent in Arabic and English, spoken and written. Both are mandatory: Arabic for the QA work on Arabic-language conversations, English for collaboration with the global Care community and cross-functional teams.
- Comfortable operating with significant ambiguity: building the system and doing the work at the same time.
- Strong ownership and directness, including holding an external partner accountable to a quality bar.
- Genuine interest in AI-first tooling and automation.
- Health insurance, health services, or financial services background; understanding of pre-authorization, claims, and member frustration points in Saudi Arabia.
- Experience building or scaling an operational/support function from scratch.
- Familiarity with the Saudi regulatory environment (Insurance Authority requirements).
⭐ What we offer
- A world-class team to lean on: you won't be alone. You'll have the full support of Alan's global Care Ops team, and the full team's playbooks from launching Care in France, Belgium, and Canada.
- Real ownership and impact from day one, on a function you build yourself.
- As the team scales, this role has the potential to grow into leading a local team.
المصدر: LinkedIn - أُضيفت للموقع في 31 أغسطس 2026
رقم الإعلان لدى المصدر: 4461067527
رقم الإعلان لدى المصدر: 4461067527