In a fast-growing environment, we are evolving our organization and creating the role of Global Care Manager to take over the global management of Care & Claims operations.

This role is hybrid and central: you will manage the local team Managers (France & Germany) while also being the technical expert for our internal tools. You will report to the Head of Operations.

🚀 Team Leadership & Management

• Direct management: Lead, coach, and grow the country Care Managers (France & Germany).

• Team cohesion: Foster unity, build a strong and energetic common culture, and energize the team daily (including remote management).

• Recruitment, Career & Development: Oversee future recruitments and support team upskilling.

📊 Performance & Process

• KPIs Owner:

  • Ensure achievement of collective objectives: Service Quality (SLA, CSAT, Quality Audits, NPS), Productivity (Claims & CS), and Compliance.

  • Build and monitor related improvement roadmaps.

• Operational excellence: Define, document, and standardize processes (relevance, efficiency), ensure local adaptation per country, and drive continuous improvement.

• Back-office Ops processes: Supervise critical operations: claims payments, reimbursements, referrals, time-tracking reporting, compliance reportings, etc.

⚙️ Tooling

• Tools optimization: You don’t just use tools, you build them. You are responsible for the advanced configuration of the ticketing tools and for optimizing the use of the entire back office.

• AI Deployment & Enablement: As a major focus for the GCM, you will drive AI adoption within the Care teams. You will be responsible for equipping and upskilling teams with AI solutions to ensure it becomes a core driver of performance.

• Workflows & Automation: Create and maintain complex workflows and simple automations (customer communication, FAQ) to maximize efficiency.

• Roadmap: Identify technical needs and deploy solutions for the Care team.

Must have :

• Experience: 4 to 6 years in Operations or Customer Care, including significant team management experience.

• Tech-savvy: You are a “power user” or admin of ticketing tools (Intercom, Zendesk, etc.). You can configure workflows yourself.

• Analytical mindset: Comfortable with data to drive performance (Excel/GSheets; Looker is a plus)

• Leadership: Proven ability to create team cohesion and set pace in an operational team.

• AI Driven: Comfortable with AI concepts and tools to streamline operations and drive efficiency.

• Languages: Fluent French and English (C1/C2) to interact with management and international teams.

Nice to have :

• Knowledge or mastery of automation tools (Make, N8N).

• Knowledge of the insurtech sector or claims management.

• Experience in a scale-up with change management.

• Step 1: First HR call, 30 min

• Step 2: Meeting with Raphaël Sadaka (COO) to understand your experience and background, and to present the role in more details, 1h

• Step 3: Case Study with Mathis (Head of Operations), 1h

• Step 4: Team fit with the Care Managers (Louise & Ilka), 1h