Care Ops - Alan Africa

📋 Description

• Design and roll out the target operating model for Senegal and Côte d'Ivoire
• Lead integration with Alan's KPIs, rituals, and playbooks
• Own operational performance, quality, and tools
• Structure KPIs and reporting, diagnosing root causes
• Be the bridge between local and global Care teams
• Build the hiring plan with crew lead

🎯 Requirements

• 5+ years in customer service or CX operations
• Experience structuring, scaling, or turning around a team
• Data-fluent: set and track KPIs, use numbers
• Fluent in French and English
• Knowledge of West African context
• Structured, autonomous, at ease with ambiguity

🎁 Benefits

• Permanent contract, full time, based in Dakar
• Regular trips to Abidjan
• Comprehensive health insurance for you and family
• All the tools you need to do your best work
• Learning and training opportunities
• Flexible policy, budgets for books and conferences