Senior Director, Member and Provider ServicesNew$181K–$237K
The opportunity
Hi, we're Oscar. We're hiring a Senior Director, Member and Provider Services to join our team.
What you'll do
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.
What they're looking for
- 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.
