Oscar is hiring a
Member Escalations Operations Manager

Summary

Join Oscar's Member Escalations team as a Member Escalations Operations Manager, driving a best-in-class service-focused production operation and overseeing a team responsible for the engagement, development, and results of their Service Operations colleagues.

Requirements

• 4+ years of experience leading and developing a team of leaders within a production within a service-based environment or contact center
• 3+ years experience working with teams in multiple locations and within multiple disciplines
• 3+ years experience working in a collaborative environment
• 3+ years experience implementing operational excellence as a manager
• 3 year experience using data to drive decision making
• 2+ years of experience leveraging data visualization tools (Tableau, Looker, Periscope, PowerBI etc.)
• 2+ years of applying Lean Six Sigma practices or Green Belt Certified
• 2+ years prior healthcare or insurance-related experience

Responsibilities

• Use frameworks to coach, develop, motivate and collaborate with 100+ team members including but not limited to onshore and offshore colleagues
• Ensure appropriate escalation procedures are in place and adhered to to reduce customer friction
• Influence and drive core operational improvements with cross-functional leaders in all areas of the business to solve complex problems
• Initiate and lead projects to drive efficiencies that directly impact financials for fixed and variable costs
• Create foundational stability and scalability within your direct area of influence
• Build an understanding of various customer journeys associated with Oscar operations
• Take a proactive, forward-thinking and data-driven approach to identify concerns, inefficiencies, and operational improvement initiatives throughout operations that drive desired cultural and operational outcomes and improve customer experience
• Develop and maintain the critical skills necessary to resolve complex problems and support a best-in-class lean operation
• Oversee operations teams and functions across Oscar's vendor partners
• Compliance with all applicable laws and regulations

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave