Associate Manager, CG&A and MPCTActive$72K–$99K
The opportunity
Hi, we're Oscar. We're hiring an Associate Manager, CG&A to join our CG&A/MPCT team.
What you'll do
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.
What they're looking for
- 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.
- + years of experience leading and developing a team within a production environment or contact center
