Member Escalations Operations Manager

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 …