Care Lead – Build Alan's Care Function in Saudi Arabia

About the role

Alan is launching its Care function in Saudi Arabia and needs a leader to design, launch and scale the operation. You will own the end‑to‑end member experience, ensuring trust and regulatory compliance from day one.

Key responsibilities

• Build the Care function from scratch: define processes, select tools, set quality standards and scale the operation.
• Handle in‑house member contacts, including administrative requests, escalations and complex cases.
• Write scripts, guidelines and documentation for the Saudi Care team.
• Design the operating model with the Saudi GM and global Care community (opening hours, shift coverage, tooling setup, traffic split).
• Ensure the documented Care operation passes regulatory scrutiny and can handle real member conversations at launch.
• Own quality for externalized support: review Arabic calls/tickets, coach outsourcing agents and close feedback loops.
• Manage complaint‑handling policy, regulatory SLAs and prepare documentation for the Insurance Authority inspection.

Required profile

• Proven experience building or scaling customer‑care or support operations, preferably in health or insurance.
• Strong knowledge of regulatory requirements for insurance services in Saudi Arabia.
• Fluent Arabic with the ability to review and coach Arabic‑language interactions.
• Ability to work autonomously on‑ground while collaborating with a global Care Ops team.

Required skills

• Intercom (customer‑support platform)

What we offer

• Opportunity to shape a brand‑new function in a fast‑growing global health‑insurance company.
• Support from Alan’s global Care Ops team on process design, tooling and forecasting.
• Competitive compensation and benefits package.