Senior Director – Member and Provider Services

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $162.5k - $236.9k / year

⏰ Full Time

🟠 Senior

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Oscar Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

⚕️ Healthcare Insurance

🏥 Healthcare

💰 $355M Post-IPO Debt - Oscar Health on 2025-09

Healthcare Insurance • Healthcare

Oscar Health is a technology-driven health insurance company that provides individual, family, and small-group health plans in multiple U. S. states. Oscar combines traditional insurance underwriting with digital-first services — a consumer-facing app, 24/7 virtual urgent care, prescription delivery (including $3 meds in many plans), and dedicated Care Teams — and also operates Oscar Primary Care in some markets. The company emphasizes accessible, affordable, high-quality care and uses AI to improve member experience and care delivery. Insurance policies are underwritten by Oscar's state insurance subsidiaries and the company offers both HMO and other plan types across its markets.

📋 Description

• Lead the strategy, performance, and future readiness of Tier 1 and Tier 2 contact center operations across Member, Broker, and Provider channels • Direct end-to-end Tier 1 and Tier 2 contact center operations across voice and digital channels • Execute a multi-year strategy to scale service operations, build resilience, and future-proof contact center operations • Lead a geographically distributed leadership organization and foster an inclusive, high-accountability remote culture • Champion a human-centered service model combining automation, analytics, workflow design, and expert human support • Establish performance frameworks covering SLAs, quality, accuracy, first-contact resolution, customer effort, and unit cost • Leverage contact center analytics and customer journey trends to mitigate operational risk and prioritize initiatives • Collaborate with internal and external partners to design scalable, compliant processes • Drive workforce management and capacity planning • Influence enterprise technology roadmaps, policies, and cross-functional processes • Cultivate leadership talent through coaching, career pathing, and succession planning • Oversee short- and long-term operating budgets • Ensure adherence to financial controls, regulatory mandates, operational timeliness, and compliance standards • Report to the Senior Director Member & Provider Programs • Perform other duties as assigned

🎯 Requirements

• 12+ years of experience leading large-scale, high-volume contact center or customer operations, including accountability for multi-channel service delivery and business performance • 8+ years leading leaders and coaching and developing teams in complex, performance-driven operations • Experience leading contact center operations and building high-engagement, high-accountability cultures across remote or geographically distributed teams • Demonstrated success delivering superior contact center performance across service level, accessibility, quality, accuracy, resolution, productivity, and cost • Proven ability to translate data, customer insights, technology capabilities, and workforce needs into strategic operating plans and scalable improvements • Strong executive presence and ability to influence cross-functional leaders, external partners, and enterprise decisions without direct authority • 4+ years of healthcare, health insurance, or other regulated high-volume service-operations experience; Member and/or Provider Services experience strongly preferred • Experience leading large-scale remote or hybrid contact centers and using workforce management, quality, knowledge, and customer-experience systems • Experience shaping a contact center technology strategy, including CRM, cloud contact center, automation, analytics, and AI-enabled service capabilities • Operational Excellence certification (Lean Six Sigma, COPC, or similar) and a continuous-improvement mindset • Advanced analytical and data-visualization capabilities, including proficiency with tools such as Tableau, Looker, or similar platforms • Bachelor's degree in business, healthcare administration, operations, or a related field; advanced degree preferred

🏖️ Benefits

• Employee benefits • Unlimited vacation program • Company equity grants • Annual performance bonuses • Medical benefits • Dental benefits • Vision benefits • 11 paid holidays • Paid sick time • Paid parental leave • 401(k) plan participation • Life insurance • Disability insurance • Paid wellness time • Wellness reimbursements • Fully remote work from a home office • Occasional travel for team meetings and company events