Care Lead – Build and Lead Care Operations in Saudi Arabia

About the role

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

Key responsibilities

• Design and launch the Care operating model in Saudi Arabia, including processes, tools (e.g., Intercom) and shift coverage.
• Handle in‑house member contacts such as admin requests, escalations and complex cases.
• Create scripts, guidelines and documentation for the Saudi Care team.
• Define and enforce quality standards for external support partners, reviewing Arabic calls and tickets.
• Own complaint‑handling policy and meet regulatory SLAs, preparing for Insurance Authority inspections.

Required profile

• Proven experience building or leading customer‑care or operations teams, preferably in a regulated environment.
• Strong understanding of healthcare, insurance or prevention‑focused services.
• Fluent in Arabic and English, with ability to communicate with members and regulators.
• Hands‑on attitude, capable of managing both strategic design and day‑to‑day execution.

Required skills

• Experience with customer‑support platforms (e.g., Intercom) and ticketing systems.
• Knowledge of regulatory compliance and complaint‑handling processes.

What we offer

• Opportunity to shape a brand‑new function in a fast‑growing global health‑tech company.
• Collaborative support from Alan’s global Care Ops team.
• Competitive compensation and benefits package.