Senior Care Ops

Location: Yerevan, Armenia; on-site

Company

hirify.global is a European health insurer and technology company integrating insurance, prevention, and care into a single member experience. The company serves more than 1 million members and partners with over 40,000 companies across France, Belgium, Spain, and Canada.

What you will do

• Own the Armenia launch as PMO in Q3 2026 and transition to full operational ownership from Q4 2026.
• Design and continuously improve the Armenia Care operating model, including workflows, escalation paths, and handoff protocols.
• Set up and govern BPO operations, supporting SLA adherence, productivity, member satisfaction, onboarding, training, and calibration.
• Build the Armenia tooling stack, including ticketing, phone, and automation tools, and ensure adoption before the first member interactions.
• Roll out the quality framework, run conversation audits, provide structured feedback, and track improvements.
• Coordinate local and global stakeholders across Care, Product, Engineering, Crew Leadership, and external BPO partners.

Requirements

• Strong program management skills and experience managing complex operational scopes end-to-end.
• Experience building operations from scratch in an ambiguous environment, ideally during a market launch.
• Experience with BPO or vendor management, including performance governance and managing on-site relationships.
• Ability to train and align external partners with new standards, working methods, and quality expectations.
• Strong cross-functional collaboration across local and global stakeholders.
• Fluent English required for internal collaboration; native Armenian or deep familiarity with the Armenian professional context is a strong plus.

Culture & Benefits

• Founding role as the first Care Ops hire dedicated to Armenia.
• Work alongside a local Crew Lead, two BPO partners, and the global Care Ops team.
• Build the Armenia Care playbook from scratch and own its execution.
• Scale operations to approximately 20 internal agents and more than 100 BPO agents by Q1 2027.
• Position targeted within the D–F level range.