Product Manager - AI Customer Support

YOU. BETTER. WITH ALAN. Alan is building a vertically integrated health partner that unites insurance and smart healthcare delivery into one seamless system. Our vision is to make prevention the new norm of care for all. Our mission: Help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment. By connecting all aspects of care (private, public, and direct to consumer) we create the most member-centric healthcare experience, reducing claims costs while generating new monetization opportunities. We partner with tens of thousands of companies across France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦, serving over a million members. HOW WE WORK: OUR LEADERSHIP PRINCIPLES - Mission is the Boss — We think long-term and are methodical optimists who take risks, seeking our mission's success above all else. - Distributed Ownership — Accountable enlightened despots: everyone owns their decisions and results. - Radical Transparency — All information is accessible and written-first, so everyone can make the best decisions asynchronously. - Always Growing — Direct, positive, and caring feedback, combined with self-growth ownership. ⭐️ THE PRODUCT MANAGER ROLE ⭐️ Product Managers at Alan are responsible for going deep on user needs, defining a product strategy, and turning it into a high impact product roadmap. - You'll work closely with designers, engineers and ops to define the right product and implement it. - You'll partner and align with all parts of the business: sales, customer care, insurance. AI Customer Support is amazing opportunity to have an impact: - You'll own a product area at the frontier of AI, reinventing customer support by empowering Care teams with AI agents that automate a growing share of written and voice conversations. - Working in the Support crew means expanding AI-powered experiences that today already resolve 50% of mobile interactions automatically, with a quality that matches or exceeds human-led conversations. - You'll shape the next generation of AI customer support: a coherent experience across Email, Phone, and Chat, with correct resolution when possible and smooth escalation to a Care expert when needed. - You'll build tooling that lets Care and Ops teams configure, test, monitor, and improve AI agents, with the right guardrails to ensure trust and quality. - You'll stay at the forefront of AI progress and directly translate it into product impact, deploying our agent stack across multiple countries. - You'll work with a world-class team. ⭐️ IS IT YOU WE'RE LOOKING FOR? ⭐️ You may be a great fit at Alan if you have: - At least 2 years of experience in a product management role (or equivalent product ownership) in a fast-paced, high-autonomy environment. - Fluency in French and English. - Curiosity and genuine excitement for AI: experience building AI products, or a strong willingness to learn how LLM-based systems behave in production and their common failure modes. - A builder mindset: hands-on and comfortable working close to the product's "engine room" (debug tools, traces, evaluation dashboards, workflows) to understand what's really happening and unblock progress. - Strong product execution skills: you set measurable goals, prioritize effectively, and ship iteratively, balancing quality, speed, and impact. - The ability to bridge technical and non-technical worlds: you translate between engineering constraints and Care/Ops reality, and drive alignment through clear framing and sharp decision-making. - A member-first instinct: strong intuition for trust, clarity, and UX quality, with experience running effective discovery (interviews, shadowing, data) and turning insights into scalable solutions. - Strong written communication skills in internal- and external-facing settings. For this role, we are looking for a level C0-E on our salary grid https://alan.com/en/careers/a/salary-equity. 🙌 PERKS & BENEFITS https://alan.com/about/life-at-alan/a/perks At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers. Therefore, we offer: - Fair rewards. Generous equity packages complement your base salary, for permanent contracts only. - Flexible Office. Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest. - All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones. - Flexible vacation policy and flexible working hours. Organize your time as you wish. - Delightful healthcare insurance: Extremely comprehensive health insurance - 100% for you and your children, 90-100% for partners depending on your country (permanent…