VP, Member & Provider Services and OptimizationActive$219K–$287K
The opportunity
Hi, we're Oscar.
What you'll do
Direct the Member & Provider Services organization, overseeing a scalable: operating model designed to optimize the end-to-end experience for our entire service ecosystem, including members, providers, and broker call center operations.
Summarize departmental strategies into operational roadmaps, leading the: implementation of programs that reduce friction in member navigation and provider service workflows.
Cultivate a culture by guiding the evolution of specialized service tools and: data-led workflows that empower teams to resolve complex member and provider needs.
Define and refine the performance management philosophy, using member and: provider feedback loops to set rigorous benchmarks for service excellence and optimization.
Define, socialize and implement the call center of the future, using AI,: automation, self service and analytics to accelerate Oscar's industry-leading experiences
Improve workforce mix to maximize flexibility, efficiency, business continuity and overall experience
What they're looking for
- Be a primary voice of customer and advise and direct internal projects to: ensure they are aligned with our experience goals
- Lead a multi-leveled organization, including multiple levels of managers, to: exceed targets in quality and productivity, optimizing every interaction to balance member empathy with regulatory and fiscal requirements.
- Ensure teams are equipped and future-ready through advanced service tools and: professional development, and build a talent bench that fosters growth for both individual contributors and new leaders.
- Lead a culture of continuous optimization, using data-driven root cause: analysis to identify systemic pain points in the member and provider experience and deploying sustainable, scalable solutions.
