Hi, we're Oscar. We're hiring a Member Escalations Operations Manager to join our Member Escalations team.
Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.
About the role
You will support our mission by driving a best-in-class service-focused production operation through overseeing a team that is responsible for the engagement, development, and results of their Service Operations colleagues.
You will report to the Associate Director, CG&A.
Work Location:
Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.
If you live within commutable distance to our Tempe office (off the 101 at University Dr), we ask you to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.
You must reside in one of the following states: Alabama, Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Mexico, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote
Pay Transparency:
The base pay for this role is: $76,320 - $100,170. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.
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
- Other duties as assigned
Qualifications
- 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
Bonus Points
- Bachelor's Degree
- Advanced Google Suite or Microsoft Office capabilities
