Senior AI Care Ops Manager (f/h/n)

About the Position

Chez Hublo, nous sommes convaincus que les outils digitaux (et l’accompagnement humain) peuvent contribuer à transformer et améliorer le système de santé. Notre vision est de permettre aux établissements de santé de devenir des lieux épanouissants et de libérer du temps aux soignants afin qu'ils puissent se recentrer sur leur mission première : soigner.

Pour y parvenir, nous mettons toute notre énergie au service de l’enjeu #1 des établissements de santé : recruter, manager et fidéliser leurs équipes et leurs talents. C’est dans cette logique que nous développons depuis 2016 une plateforme SaaS RH dédiée au secteur, avec l’ambition de devenir la plateforme RH de référence de la santé.

Aujourd’hui, Hublo est utilisé par 6 000 établissements de santé et plus d’un million de professionnels.

Certifiée B-Corp et entreprise à mission, Hublo porte une exigence d'impact autant que de performance. En 2025, l'entreprise a dépassé les 30 millions d'euros de revenus annuels récurrents, est rentable et en forte croissance.

L'équipe fondatrice et dirigeante est soutenue par des investisseurs français de premier plan (Five Arrows, Revaia, Bpifrance) dont l’accompagnement a notamment permis de réaliser 4 opérations de M&A.

Forte de 200 collaborateurs aujourd’hui, l’équipe continue de grandir et chaque recrutement compte.

Envie d’améliorer concrètement le fonctionnement du système de santé ? Parlons-en!

Role

L’équipe Care Ops porte le passage à l’échelle des opérations de Hublo : elle doit permettre d’absorber 40 % de charge annuelle supplémentaire, sans compromis sur la qualité de service rendue aux soignant·es et utilisateurs d’Hublo au sein des établissements de santé.

En tant que Senior AI Care Ops Manager (f/h/n), tu es responsable de faire progresser le système opérationnel qui permet aux équipes Care, aux BPOs et, progressivement, à CS Tech, de travailler de manière plus efficace, plus homogène et plus qualitative.

Your Impact

1. Excellence of Care in the Service of User Satisfaction

• Define the expected quality standards and pilot the Care performance trajectory, with user satisfaction as the "north star".
• Define the standards of excellent Care: accuracy, resolution, speed, tone of voice, personalization, and quality of escalation.
• Monitor performance signals: CSAT, QA, re-openings, transfers, and critical errors, and trigger improvement priorities when quality deviates from the expected level.
• Ensure that process, AI, scalability, or product evolutions improve efficiency without degrading the user experience.

2. Operational Model & Process Excellence

• Structure the ways of working for Ops teams, beyond the sole Care perimeter.
• Define and improve cross-functional processes: ticket management, prioritization, integration and autonomy, transitions between teams, escalations, QA, knowledge, bug reporting, and collaboration between Ops teams.
• Clarify responsibilities, decision rules, exceptional cases, and quality criteria for each important process, while maintaining useful knowledge and an FAQ for teams and AI uses.
• Measure the adoption and effectiveness of processes, then evolve them based on observed discrepancies in the field.

3. Transformation of Operations through AI

• Lead transformative projects that sustainably relieve Ops teams, with the Scalability team as an implementation partner.
• Identify and frame AI transformation opportunities on recurring operations: request analysis, qualification, frame construction, human activation, incident diagnosis and correction, update and processing of common requests.
• Define the target operation, the role of the human, escalation rules, necessary data, acceptance criteria, and success metrics for each project.
• Monitor production deployment, adoption, freed capacity, quality, and user satisfaction, then improve the system based on the learning loop.

An example of a transformative project could be a multi-agent system covering several stages of a process: document analysis, needs identification, frame construction, human validation, incident handling, and model updates based on encountered cases.

4. Product <> Ops Feedback Loop

• Transform frictions observed by teams and users into levers for reducing contact and improving the Product.
• Consolidate irritants from Care, CS Tech, QA, AI projects, and contact data, then distinguish what pertains to process, knowledge, tool, or Product.
• Transform these irritants into structured and prioritized Product problems, with a clear reading of their impact on user satisfaction, Ops load, and avoidable contact rate.
• Measure the effect of Product evolutions and close the loop with Ops teams to verify that the problem is truly resolved.

The Experience We Offer

• 🎯 Impactful Mission: Our mission to improve the healthcare system offers you the possibility of an impactful career.
• 💶 Competitive Remuneration: A salary package ranging from 60K€ to 70K€ per year depending on your experience.
• 👣 Professional Growth: A dynamic, human-sized structure that values initiative and commitment.
• 🌱 Responsible Work Environment: We are certified B-Corp, recognizing our commitment to continuously grow and improve as a responsible company on environmental and social grounds.
• 🗼 Dynamic Locations: Our dynamic office on rue de Paradis offers an inspiring setting.
• 🏡 Hybrid Work Policy: Flexible work organization: up to 10 remote days per month.
• 🤲 Solid Onboarding: A comprehensive program that guides you through your first weeks at Hublo.
• 💪 Team Cohesion: Build strong bonds with your colleagues through regular team events and an annual seminar, ensuring a connected and collaborative work environment.

We also care about your well-being with tangible benefits:

• ⛑️ Health Insurance: Benefiz coverage at 70% by Hublo for Hublees and their children
• 🥗 Swile Card: Access to 11 €/day in meal vouchers, covered at 50% by the company 🍱
• 🚂 Sustainable Mobility Pass Worklife: Annual envelope of 520€ to participate in your home-work travel expenses made in sustainable mobility (e.g., Navigo subscription, bike rental/purchase or maintenance/repair, etc.)
• 🏋️‍♂️ Access to a variety of sports activities through our partner Gymlib

Your Recruitment Process

• 1 video call with Pierre - Talent Partner (30 min)
• 1 interview with Jérémie - Head of User Operations (1h)
• 1 practical case with Jérémie and Alexandra - User Care Manager (1h)
• 1 cultural fit interview with Maxime - Chief Expansion Officer + 1 Team member (1h)

Hublo is committed to creating an inclusive environment for all individuals, regardless of ethnic origin, gender, sexual orientation, age, disability, or background. During our recruitment process and internally, we promote equal opportunities and celebrate diversity.

We know that applying for a new job can be both exciting and daunting, but don’t worry, we know this and take it into account in our candidate support. Our recruitment team will be present at every step of the process.