Escalations & Operations Lead - Member & Provider

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

Benefits offered by this job

Unlimited vacation

Annual performance bonus

Benefits package

Job summary

Oscar Health is seeking an Associate Manager, CG&A to lead the Member & Provider Escalations team and drive operational excellence in a hybrid Tempe, AZ setting. You will mentor staff, manage complex cases, and partner across upstream and downstream teams to address root challenges.

The role reports to the Associate Director, Member & Provider Escalations and Director, Member & Provider Lifecycle. 3 days in-office per week with Thursdays required.

Qualifications

• 3+ years leading and developing a team in a production environment or contact center.
• 2+ years coordinating with teams in multiple locations and across disciplines.
• 2+ years collaborating with a diverse set of people.
• 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 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.

Skills

Team leadership

Cross-location collaboration

Data-driven decision making

Operational excellence

Lean methodologies

Google Suite / Office

Education

Bachelor’s Degree

Tools

Tableau

Looker

Periscope

Job description

Oscar Health is seeking an Associate Manager, CG&A to lead the Member & Provider Escalations team and drive operational excellence in a hybrid Tempe, AZ setting. You will mentor staff, manage complex cases, and partner across upstream and downstream teams to address root challenges.

The role reports to the Associate Director, Member & Provider Escalations and Director, Member & Provider Lifecycle. 3 days in-office per week with Thursdays required.