Care Ops Leader: Build & Scale Saudi Care

Alan SA.; Riyadh; Hybrid; SAR 300,000 - 540,000; Full time

Job summary

Alan SA. is building a new Care function in Saudi Arabia. The person will establish process, tooling, quality standards, and scale, while directly handling important member conversations from day one.

They will design the operating model with the GM Saudi and global Care teams, define hours, coverage, and tooling setup, and govern outsourcing with a strong emphasis on Arabic-language quality.

Qualifications

• Fluent in Arabic and English, spoken and written.
• Strong ownership and directness in demanding environments.
• Interest in AI-first tooling and automation.
• Comfortable operating with ambiguity; able to design systems while doing the work.
• Experience with customer-support tooling (Intercom) and outsourcing coordination.

Responsibilities

• Build Care function from zero: process, tooling, quality bar, and scale; handle in-house member conversations.
• Write scripts, guidelines, and documentation for Care in Saudi Arabia from day one.
• Shape operating model with GM Saudi and global Care community: hours, coverage, tooling, and traffic split.
• Own the outsourced partner quality; review calls/tickets in Arabic and coach agents.
• Own complaint-handling policy and regulatory SLAs; prepare Insurance Authority readiness.

Skills

Arabic-English fluency

Ownership

AI-first tooling

Ambiguity tolerance

Intercom tooling

Tools

Intercom

Job description

Alan SA. is building a new Care function in Saudi Arabia. The person will establish process, tooling, quality standards, and scale, while directly handling important member conversations from day one.

They will design the operating model with the GM Saudi and global Care teams, define hours, coverage, and tooling setup, and govern outsourcing with a strong emphasis on Arabic-language quality.