Associate Manager, CG&A and MPCT

Hi, we're Oscar. We're hiring an Associate Manager, CG&A to join our CG&A/MPCT team.

Oscar is the first health insurance company built around a full stack technology platform and a relentless focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

The Associate Manager, Member & Provider Escalations leads and develops a team dedicated to operational excellence. This role will resolve complex escalations, eliminate process roadblocks and partner cross-functionally across upstream and downstream teams to solve root business challenges.

You will report into the Associate Director, Member & Provider Escalations | Director, Member & Provider Lifecycle.

Work Location: This is a remote position, open to candidates who reside in Atlanta, GA. 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 is: $64,832 - $89,144 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

• 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.

• 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.

• 3+ years of experience leading and developing a team within a production environment or contact center

• 2+ years experience working with teams in multiple locations and within multiple disciplines

• 2+ years experience working in a collaborative environment with a diverse set of people

• 2+ years experience implementing operational excellence

• 2+ year experience using data to drive decision-making and continuous improvement

• 2+ years advanced Google Suite or Microsoft Office capabilities

• Prior healthcare or insurance-related experience

• Prior Complaints, Grievances & Appeals experience

• Bachelor's Degree

• Proficiency with data visualization tools (Tableau, Looker, Periscope, etc.)

• Operational Excellence Certification (Lean Six Sigma or similar)

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