Service Operations Manager

Hi, we're Oscar. We're hiring a Service Operations Manager to join our Provider Services 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

The Service Operations Manager supports our mission by driving a best-in-class service-focused production operation through overseeing a Provider Services team that is responsible for the engagement, development, and results of their Service Operations colleagues.

You will report to the Senior Manager, Provider Services.

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. 

This is a hybrid role in our Tempe, Arizona office. You will work part of the time in the office and part of the time remote / work-from-home. #LI-Hybrid

Pay Transparency:

The base pay for this role is: $76,320 - $100,170 per year. You are also eligible for employee benefits, participation in Oscar’s unlimited vacation program and annual performance bonuses.

 

Responsibilities

• Utilize 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 in order 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 ( Periscope, Monday etc.)

• 2+ years of applying Lean Six Sigma practices or Green Belt Certified

Bonus points

• Bachelor's Degree

• Advanced Google Suite or Microsoft Office capabilities 

• 2+ years prior healthcare or insurance-related experience

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Last updated on Aug 21, 2024