Oscar is the first health insurance company built around a full stack technology platform and a relentless focus on serving members.
Founded in 2012 to create a health insurance company that behaves like a doctor in the family.
Responsibilities
Direct end-to-end Tier 1 and Tier 2 contact center operations across voice and digital channels for Members, Brokers, and Providers.
Execute a multi-year strategy to scale service operations, build resilience, and future-proof contact center operations against regulatory and business shifts.
Lead a geographically distributed leadership organization, fostering an inclusive, high-accountability remote culture focused on team development and retention.
Champion a human-centered service model that pairs automation, analytics, and workflow design with expert human support for complex customer needs.
Establish performance frameworks to maximize outcomes across SLAs, quality, accuracy, first-contact resolution, customer effort, and unit cost.
Leverage contact center analytics and customer journey trends to mitigate operational risk, prioritize initiatives, and achieve measurable results.
Collaborate with internal and external partners to design scalable, compliant processes that meet evolving stakeholder and regulatory requirements.
Drive workforce management and capacity planning to handle demand volatility and growth while safeguarding operational and financial targets.
Influence enterprise technology roadmaps, policies, and cross-functional processes to continuously elevate the Member, Broker, and Provider experience.
Cultivate leadership talent through active coaching, deliberate career pathing, and succession planning across frontline and management tiers.
Oversee short- and long-term operating budgets, balancing strategic growth investments with fiscal discipline and efficiency.
Ensure strict adherence to financial controls, regulatory mandates, operational timeliness, and compliance standards.
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.
Conditions
Fully remote position open to candidates residing in the U.S., excluding Alaska; Delaware; Hawaii; Louisiana; Montana; North Dakota; Oklahoma; West Virginia; Wyoming; and U.S. Territories.
Base pay for California, Connecticut, New Jersey, New York, and Washington: $180,504 - $236,912 per year.
Base pay for all other locations: $162,454 - $213,220 per year.
Eligible for employee benefits, unlimited vacation program, company equity grants, and annual performance bonuses.