Associate Manager, Escalations & Ops — Hybrid (Unlimited Vacation)

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

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.