Escalations & Operations Lead (Hybrid)

Oscar Health; Los Angeles (CA); Hybrid; USD 72,000 - 99,000; Full time

Benefits offered by this job

Unlimited vacation

Annual performance bonus

Medical, dental, and vision benefits

Job summary

Oscar Health seeks an Associate Manager, CG&A to lead a team focused on escalations and operational excellence in a hybrid Los Angeles setting. The role drives root-cause analysis, process improvement, and cross-functional alignment, reporting to the Associate Director and Director roles.

Eligible for performance bonuses and comprehensive benefits. The position emphasizes mentorship, data-driven decision making, and strong collaboration across multiple teams to enhance member and provider

Qualifications

• 3+ years leading and developing a team in a production environment or contact center
• 2+ years working with teams in multiple locations and disciplines
• 2+ years collaborating with diverse groups
• 2+ years implementing operational excellence
• 2+ years using data to drive decision-making and continuous improvement
• 2+ years advanced Google Suite or Microsoft Office capabilities

Responsibilities

• Mentor team members using structured frameworks to build future leaders and foster a positive culture
• Manage daily team operations, performance metrics, and cross-functional communications with budget oversight
• Handle complex grievances and appeals workflows as escalation point to reduce volume
• Lead high-visibility cases from intake to resolution with executives to mitigate risk
• Identify operational trends and apply Lean methods for process improvements
• Establish standard escalation procedures to ensure compliance and reduce customer friction
• Partner with leaders to translate insights into actions improving efficiency and customer experience
• Adhere to all applicable laws and regulations

Skills

Team leadership

Data-driven decisions

Cross-functional collaboration

Operational excellence

Education

Bachelor’s degree

Tools

Google Workspace

Microsoft Office

Tableau

Looker

Job description

Oscar Health seeks an Associate Manager, CG&A to lead a team focused on escalations and operational excellence in a hybrid Los Angeles setting. The role drives root-cause analysis, process improvement, and cross-functional alignment, reporting to the Associate Director and Director roles.

Eligible for performance bonuses and comprehensive benefits. The position emphasizes mentorship, data-driven decision making, and strong collaboration across multiple teams to enhance member and provider