[Hiring] Associate Manager, CG&A and MPCT @Oscar Health

Role Description

The Associate Manager, Member & Provider Escalations leads and develops a team dedicated to operational excellence. This role will resolve complex escalations, eliminate process roadblocks and partner cross-functionally across upstream and downstream teams to solve root business challenges.

You will report into the Associate Director, Member & Provider Escalations | Director, Member & Provider Lifecycle.

Work Location: This is a remote position, open to candidates who reside in Florida. You will be fully remote; however, our approach to work may adapt over time. Future models could potentially involve a hybrid presence at the hub office associated with your metro area.

Pay Transparency: The base pay for this role is: $64,832 - $89,144 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Mentor team members using structured frameworks to build future organizational leaders and foster a positive workplace culture.
• Manage daily team operations, measurement performance, employee engagement, and cross-functional communications with indirect budget oversight.
• Manage grievance and appeals workflows, serving as the primary department escalation point for complex cases and using data to address root-causes and lower complaint volume.
• Manage complex, high-visibility cases from intake through resolution, collaborating with executive leadership to mitigate operational and reputational risk.
• Identify operational trends and knowledge gaps across Service Operations, applying Lean methodologies to lead proactive process improvements.
• Establish and enforce standard escalation procedures to maintain compliance and eliminate customer friction.
• Partner with leaders across the organization to translate business insights into strategies that improve operational efficiency and customer experience.
• Compliance with all applicable laws and regulations.
• Other responsibilities as assigned.

Qualifications

• 3+ years of experience leading and developing a team within a production environment or contact center.
• 2+ years experience working with teams in multiple locations and within multiple disciplines.
• 2+ years experience working in a collaborative environment with a diverse set of people.
• 2+ years experience implementing operational excellence.
• 2+ year experience using data to drive decision-making and continuous improvement.
• 2+ years advanced Google Suite or Microsoft Office capabilities.

Bonus Points

• Prior healthcare or insurance-related experience.
• Prior Complaints, Grievances & Appeals experience.
• Bachelor's Degree.
• Proficiency with data visualization tools (Tableau, Looker, Periscope, etc.).
• Operational Excellence Certification (Lean Six Sigma or similar).

Benefits

• Medical, dental, and vision benefits.
• 11 paid holidays.
• Paid sick time.
• Paid parental leave.
• 401(k) plan participation.
• Life and disability insurance.
• Paid wellness time and reimbursements.