Founding Care Lead — AI‑Driven Health Ops (Saudi)

Alan; Riyadh; On-site; SAR 420,000 - 700,000; Full time

Job summary

Alan is building its Care function in Saudi Arabia, and you will lead it from day one, establishing processes, tooling, and quality standards to support members in need. You will scale the operation while handling critical Arabic conversations with care and precision.

You will directly manage in-house contacts, craft playbooks, shape operating hours and tooling, and ensure regulatory readiness. You will coach outsourcing partners to meet Alan's high quality bar and deliver exceptional member

Qualifications

• Saudi national
• Fluent in Arabic and English (spoken and written)
• Comfortable operating with significant ambiguity
• Strong ownership; accountable for external partner quality
• Genuine interest in AI-first tooling and automation

Responsibilities

• Handle directly in-house member contacts: admin requests, escalations, complex cases.
• Write scripts, guidelines and documentation for Care in Saudi from day one.
• Shape the operating model with the GM Saudi and global Care community: hours, coverage, tooling setup, in-house vs externalized traffic.
• Own the quality bar for externalized conversations: review Arabic calls/tickets, coach outsourcing partner agents, close loops for improvements.
• Own the complaint-handling policy and regulatory SLAs; prepare documentation for Insurance Authority inspection.

Skills

Ownership and directness

Ambiguity handling

AI-first tooling

Automation

Arabic language

English language

Outsourcing accountability

Customer experience

Job description

Alan is building its Care function in Saudi Arabia, and you will lead it from day one, establishing processes, tooling, and quality standards to support members in need. You will scale the operation while handling critical Arabic conversations with care and precision.

You will directly manage in-house contacts, craft playbooks, shape operating hours and tooling, and ensure regulatory readiness. You will coach outsourcing partners to meet Alan's high quality bar and deliver exceptional member