[Hiring] Manager, Service Transformation @Oscar Health

Role Description

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 is a remote position, open to candidates who reside in Dallas, TX. 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. #LI-Remote

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.

Qualifications

• 4+ years of experience in program management
• 3+ years of experience in delivering projects / programs

Requirements

• 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)

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

Company Description

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.