Role overview

Alan is building a new standard in healthcare by integrating insurance, prevention, and care into a single experience. This Care Lead role is a founding position responsible for establishing Alan’s care operations function in Saudi Arabia from the ground up. You will own the entire care function—from direct member support to quality oversight and regulatory compliance—while working with global support from Alan’s care teams across Europe and North America.

Key responsibilities

Handle member contacts that remain in-house, including administrative requests, escalations, and complex cases requiring direct intervention.
Develop and document the scripts, guidelines, and operating procedures that will govern care operations from launch in Saudi Arabia.
Work with the Saudi General Manager and the global Care community to design the operating model, including opening hours, shift coverage, tooling setup, and the division of work between in-house and external support providers.
Establish and maintain quality standards for all externalized support by reviewing conversations in Arabic, coaching outsourcing partner agents, and ensuring feedback loops between member experience and continuous improvement.
Own the complaint-handling policy and regulatory service level agreements related to complaints.
Prepare documentation and ensure readiness for Insurance Authority inspection and compliance review.

Requirements

Must be a Saudi national.
Must be fluent in both Arabic and English, spoken and written, as Arabic proficiency is essential for quality assurance of member conversations and English is required for collaboration with global teams.
Ability to operate comfortably with significant ambiguity while building systems and executing operational work simultaneously.
Demonstrated strong ownership and directness, with the ability to hold external partners accountable to quality standards.
Genuine interest in AI-first tooling and automation approaches to support function.
Experience in health insurance, health services, or regulated financial services environments is strongly preferred, particularly familiarity with pre-authorization, claims processes, and member frustration points in the Saudi market.
Prior experience building or scaling an operational or support function from scratch is valued.

What makes this role worth considering

This is a true founding role with real ownership and measurable impact from day one. You will not be building in isolation—you have access to proven playbooks and full support from Alan’s global Care Operations team, which has successfully launched care functions in France, Belgium, and Canada. As the Saudi operation scales, this role has the potential to evolve into leading a local care team.