Senior Director, Member and Provider Services
O
OscarHealth insurance
This position is fully remote and open to candidates residing in the U.S.Full-TimeDirector
SalaryThe base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $180,504 - $236,912 per year. The base pay for this role in all other locations is: $162,454 - $213,220 per year.
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Job Details
- Experience
- 12+ years of experience leading large-scale, high-volume contact center or customer operations; 8+ years leading leaders and coaching and developing teams; 4+ years of healthcare, health insurance, or other regulated high-volume service-operations experience (bonus points).
- Required Skills
- TableauLookerCRM
Requirements
- Have 12+ years of experience leading large-scale, high-volume contact center or customer operations.
- Have accountability for multi-channel service delivery and business performance.
- Have 8+ years of experience leading leaders and coaching and developing teams.
- Have experience leading contact center operations across remote or geographically distributed teams.
- Demonstrate success in service level, accessibility, quality, accuracy, resolution, productivity, and cost performance.
- Translate data, customer insights, technology capabilities, and workforce needs into strategic operating plans and scalable improvements.
- Influence cross-functional leaders, external partners, and enterprise decisions without direct authority.
- Bonus: Have 4+ years of healthcare, health insurance, or other regulated high-volume service-operations experience; Member or Provider Services experience is preferred.
- Bonus: Have a bachelor's degree in business, healthcare administration, operations, or a related field; an advanced degree is preferred.
- Bonus: Have experience with workforce management, quality, knowledge, and customer-experience systems.
- Bonus: Have experience shaping contact center technology strategy, including CRM, cloud contact center, automation, analytics, and AI-enabled service capabilities.
- Bonus: Hold an Operational Excellence certification such as Lean Six Sigma or COPC, and have advanced analytical and data-visualization skills using Tableau, Looker, or similar platforms.
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 prepare contact center operations for regulatory and business shifts.
- Lead a geographically distributed leadership organization, supporting team development and retention.
- Pair automation, analytics, and workflow design with human support for complex customer needs.
- Establish performance frameworks for SLAs, quality, accuracy, first-contact resolution, customer effort, and unit cost.
- Use 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 to address demand volatility and growth.
- Influence enterprise technology roadmaps, policies, and cross-functional processes.
- Coach leaders and oversee career pathing and succession planning across frontline and management tiers.
- Oversee operating budgets and ensure adherence to financial controls, regulatory mandates, and compliance standards.
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