From daily operations to wider impact: the Ops Coordinator path at Alan

During the hiring process, Ops coordinator candidates often have questions about levels, salary and equity. Those are reasonable questions. At Alan, the level assessment comes first, and the rest of the offer follows from it.

We hire Ops Coordinators from level A2 to level B1. Here is what we look for across that range and how the scope, autonomy, and impact of the role change as you grow.

Impact comes first. We do not assess performance by counting tasks processed or projects completed. We look at the value created for our members and for the company. Did the service remain reliable during a spike in activity? Was a problem detected before it affected members? Did a process become faster, safer or easier to operate?

Levels are not checklists. The descriptions below are broad guidelines and a starting point for a conversation. They cannot capture every aspect of operational work.

Levels reflect what you have done, not what you could theoretically do. During the hiring process, we assess the evidence we have observed and the impact you have had in previous roles.

Levels are deliberately broad. There is no fixed amount of time to spend at any level, and progressing usually takes longer as the scope and complexity increase.

An Ops coordinator runs the processes behind our insurance and health services and makes them more efficient as Alan keeps on scaling. The role combines reliable day-to-day execution with problem solving, monitoring, relationship management, and continuous improvement.

Every person at Alan is assessed through three lenses:

For Ops Coordinators, we focus on five areas at each level:

During the hiring process, interviewers assess candidates against these principles and share the level at which they believe the candidate would operate as an Ops Coordinator at Alan.

We currently hire from A2 to B1 and include C0 below to show how the role can grow beyond the current hiring range. What changes as you progress is how much guidance you need, how complex the processes you own are, and how far your impact reaches beyond your immediate scope.

The descriptions below reflect the current Ops Coordinator grid.

You independently handle low- to medium-complexity operational tasks with regular guidance. You ask for help when you need it rather than waiting to be prompted, and you are becoming comfortable with the tools and processes used in your team.

You keep documentation up to date, identify improvements, and can take ownership of a small project with support. You are also beginning to understand the operational signals that matter, such as efficiency, continuity, quality, and response times.

👉 Albert takes responsibility for recurring data checks on the signature with new contracts. He investigates exceptions, updates the documentation, and suggests a change to prevent the same issue from happening again, liaising with the right main point of contact internally.

You run medium- to high-complexity processes independently and act as a backup for others when needed. You identify problems, assess their impact, raise the right alert, and suggest a way forward.

You can lead a contained improvement project with guidance, involving several internal stakeholders. You also begin to support less experienced teammates by sharing knowledge, helping them become independent.

👉 Maï-Thi oversees the team’s daily operations. She compares the workload with available capacity and agreed service targets, assesses the situation, and identifies any risks or priorities. When needed, she redistributes work, adjusts priorities, or alerts the wider team, together with a clear plan for the day.

This illustrates an important step beyond simply completing tasks: taking responsibility for the reliability of a process and making sure the team can operate it consistently.

You take on critical operational tasks and manage complex improvement projects with internal and external stakeholders. You are an escalation point for your team and help improve how the team organises its work.

You do not just react to problems; you anticipate them. You monitor trends and early warning signs, investigate root causes using data, write simple queries, and improve your team’s dashboards. You handle everyday relationships with external partners independently and know that not every issue requires immediate action. You make clear decisions about where to focus and act before small problems become larger ones.

👉 Paloma coordinates the day-to-day operations of Alan Clinic’s specialty healthcare offering, working across care teams, health professionals, and product teams to ensure a seamless experience for members and practitioners. She onboards and supports freelance professionals, making sure their tools work reliably, gathering feedback, and using data to understand the scale and impact of issues.

This is a good example of B1-level autonomy: connecting data with operational context, turning it into clear priorities, and helping the team and its stakeholders decide where to focus next.

At C0, your impact is no longer limited to your own productivity. You help the wider team operate better.

You can run the most complex processes, including ones that are still evolving. You become an escalation point for sensitive topics, lead planning for the team, and make difficult trade-offs between quality, cost, staffing, and continuity.

You take ownership of complex incidents and explain what is happening rather than simply reporting a number. You also help others perform at their best through coaching, clear documentation, and practical support.

👉 Laurène assesses and forecasts the run workload as part of the budget exercise, translating operational needs into capacity requirements. This gives visibility beyond her own run scope and has enabled her to lead several run ownership reorganisations across the team to better allocate resources and improve our efficiency. 

These examples show how the role can evolve from operating a process well to improving how an entire team works.

We hire Ops Coordinators across the A2 to B1 range. The interesting question is not whether there is a level for you, but which level best reflects the impact you have already demonstrated.

Throughout the hiring process, we share our assessment and keep testing it against the evidence we see. That means there should be no surprise at the offer stage. The level determines the salary and equity package, which you can read more about on our compensation page.

You can also read our hiring process guide and explore our open positions.

Thinking about joining our Operations team? We would be happy to meet you!