Associate Manager, CG&A and MPCT

name; Tempe (AZ); Hybrid; USD 65,000 - 89,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

11 paid holidays

Paid sick time

Paid parental leave

401(k) plan

Life and disability insurance

Wellness time & reimbursements

Job summary

Oscar is seeking an Associate Manager, CG&A to lead a dedicated escalation team within the CG&A/MPCT group. The role focuses on resolving complex cases, removing process roadblocks, and partnering across upstream and downstream teams to tackle root business challenges.

You will report to the Associate Director, Member & Provider Escalations and Director, Member & Provider Lifecycle. The job is based in Tempe with a hybrid schedule requiring 3 in-office days per week.

Qualifications

• 3+ years leading and developing a team in a production environment or contact center.
• 2+ years working with multi-location teams across disciplines.
• 2+ years in a collaborative, diverse environment.
• 2+ years implementing operational excellence.
• 2+ years using data to drive decisions and continuous improvement.
• 2+ years advanced Google Suite or Microsoft Office capabilities.

Responsibilities

• Mentor team members using structured frameworks to develop future leaders.
• Manage daily team operations, measure performance, and oversee engagement.
• Oversee grievances and appeals workflows as primary escalation point.
• Handle high-visibility cases from intake to resolution with exec collaboration.
• Identify trends and apply Lean methods to drive improvements.
• Establish standard escalation procedures to ensure compliance.
• Partner with leaders to translate insights into efficiency and CX gains.
• Ensure compliance with applicable laws and regulations.
• Perform other duties as assigned.

Skills

Team leadership

Data-driven decisions

Operational excellence

Cross-functional collaboration

Google Workspace

Tools

Tableau/Looker

Job description

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.

About the role:

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 position is based in our Tempe, AZ office, requiring a hybrid work schedule with 3 days of in-office work per week. Thursdays are a required in-office day for team meetings and events, while your other two office days are flexible to suit your schedule. #LI-Hybrid

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.

Responsibilities:

• 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.

Requirements:

• 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

Bonus points:

• 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)

Artificial Intelligence (AI):

Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.

Reasonable Accommodation:

Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team ([e-mail]) to make the need for an accommodation known.

California Residents:

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Pay Transparency:

Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.