Manager, Service Transformation

Hi, we're Oscar. We're hiring a Manager, Service Transformation to join our Concierge Optimization team.

Oscar is the first health insurance company built around a full stack technology platform and a relentless 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 Manager, Service Transformation will lead cross-functional programs that advance Service Forward—evolving Oscar's contact-center model to balance high-quality human service with AI-enabled automation. This role will align enterprise partners around strategy, operating-model design, implementation, and change management, while also leading targeted initiatives that improve member and provider service performance.

You will report into our Senior Director, Member and Provider Services.

Work Location: This position is based in our Tempe, AZ office requiring a hybrid work schedule with 3 days of in-office work per week. Thursdays are a required in-office day for team meetings and events, while your other two office days are flexible to suit your schedule.

Pay Transparency: The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $96,876 - $127,149 per year. The base pay for this role in all other locations is: $87,188 - $114,434 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities:

• Leads the end-to-end management of cross-functional implementations/projects, including project plan creation, stakeholder engagement, managing cross-functional relationships to drive collaboration, edge case mitigation, and on-time completion.

• Evaluates overall departmental performance by creating, gathering, analyzing and interpreting data and metrics as well as assisting in development of departmental metrics and implementation of mitigation strategies.

• Collaboratively works with all relevant internal and external stakeholder groups to formulate proactive implementation, communications, and program strategies for successful change management and risk mitigation initiatives.

• May oversee team members directly as well as mentors team members and promotes colleagues' growth and professional development.

• Compliance with all applicable laws and regulations.

• Other duties as assigned.

Requirements:

• 4+ years of experience in program management

• 3+ years of experience in delivering projects / programs

Bonus points:

• Experience using data and metrics to drive improvements in programs

• Experience / background in a fast-paced operations environment

• Successfully executed enterprise-wide initiatives: defined project plans, coordinated resources, managed implementation activities, and developed all processes associated with program rollout and ongoing support

• Master's Degree

• PMP Certifications or Program Management Certifications

• Lean/Six Sigma Certifications

• Healthcare experience (Health Insurance, Health Systems, or Healthcare Consulting)

This is an authentic Oscar Health job opportunity.

At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.

Pay Transparency: Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.

Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.

Reasonable Accommodation: Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team ([email protected]) to make the need for an accommodation known.

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