Senior Care Ops Lead – Armenia

About the role

Alan is launching its Care Operations in Armenia and needs a senior professional to own the launch and build the function from the ground up. As the first Care Ops hire dedicated to Armenia, you will act as the PMO for the Q3 2026 launch and transition to full operational ownership from Q4 onward.

Key responsibilities

• Design and iterate the Armenia Care operating model in collaboration with internal Care, Product, Engineering teams and external BPO partners.
• Define workflows, escalation paths and hand‑off protocols between internal Care Experts and BPO agents.
• Manage BPO setup and day‑to‑day performance, ensuring SLA adherence, productivity and member satisfaction.
• Build and own the tooling stack (ticketing system, phone, automation) and guarantee full integration before first member interactions.
• Lead the creation of a playbook, onboard ~20 internal agents and 100+ BPO agents, and continuously refine processes based on feedback.

Required profile

• Senior‑level experience in care operations, contact centre management or similar operational roles.
• Proven ability to launch and scale new operations in a fast‑moving environment.
• Strong stakeholder management skills, comfortable working with internal teams and external partners.
• Excellent analytical mindset to translate ground‑level insights into model adjustments.

Required skills

What we offer

• Founding role with high impact on a European health insurer’s expansion.
• Opportunity to shape the entire Care Ops function in a new market.
• Collaborative, mission‑driven culture focused on prevention and member experience.