Program Lead, Workforce Management

Namely; New York (NY); Hybrid; USD 75,348 - 98,894; Full time

Benefits offered by this job

Unlimited vacation

Annual performance bonuses

Medical, dental, and vision benefits

11 paid holidays

401(k) plan participation

Life and disability insurance

Wellness time and reimbursements

Job summary

Oscar is seeking a Workforce Management Program Lead to optimize program tools and drive lean, scalable processes. You will report to the Associate Director, Workforce Management, and work from our New York City office on a hybrid schedule.

The role requires experience in WFM, contact-center systems, data analytics, and presenting to senior leadership. Strong Excel/Sheets skills are essential, with bonus points for Lean Six Sigma and SQL knowledge.

Qualifications

• 1+ years of professional experience in Workforce Management.
• Experience using data and metrics to drive improvements.
• 1+ years of experience in developing and presenting information to Senior Leadership.

Responsibilities

• Identify risks with leadership support and resolve issues to inform insights for technology-enabled processes.
• Coordinate projects to meet milestones and service levels.
• Strategize with leadership to lower costs or improve outcomes.
• Collaborate with cross-functional teams to align action plans with continuous improvement goals.
• Analyze data to identify trends, root causes, and countermeasures.
• Provide recommendations to ensure financial discipline and quality.
• Assist in process improvement initiatives and lean shifts to boost efficiency.
• Ensure compliance with applicable laws and regulations.
• Perform other duties as assigned.

Skills

Data-driven decisions

Process improvement

Senior leadership communication

Tools

NICE IEX

InContact

Excel

Sheets

Job description

Hi, we're Oscar. We're hiring a Program Lead to join our Workforce Management 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 Workforce Management Program Lead supports the management, optimization, and implementation of workforce management program tools in support of achieving organizational goals. You are responsible to implement lean, repeatable and scalable tools and techniques and independently represent the team within the broader organization.

You will report into the Associate Director, Workforce Management.

Work Location

This position is based in our New York City 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.

Pay Transparency

The base pay for this role is: $75,348 - $98,894 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses. 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.

Responsibilities

• With support from leadership, help identify risks; respond to and resolve issues/errors/escalations through investigation to inform insights for short/medium/long-term technology-enabled processes and solutions
• Coordinate projects and processes to help ensure key milestones and service levels are met
• Partner with leadership to strategize, implement, and manage arrangements aimed at lowering overall cost or improving outcomes
• Partner with cross-functional teams to ensure action plans align with continuous improvement goals, and participate in collaboration with peers and cross-functional stakeholders
• Gather and analyze data, finding trends and insights, to root cause problems and identify countermeasures.
• Provide recommendations that ensure financial discipline and quality
• Support identifying and implementing process improvement initiatives, as well as mindset shifts, to optimize operational efficiency and achieve performance targets
• Compliance with all applicable laws and regulations
• Other duties as assigned

Requirements

• 1+ years of professional experience in Workforce Management
• Extensive experience managing NICE IEX or InContact systems
• 1+ years of experience using data and metrics to drive improvements
• 1+ years of experience in process improvement and workflow design
• 1+ years of experience in developing and presenting information and recommendations aimed at Senior Leadership
• Proficiency in Excel or Sheets

Bonus points

• ACA marketplace, provider network, claims, healthcare quality, or provider data experience
• Training or experience applying Continuous Process Improvement or Lean Six Sigma principles
• Experience with project coordination or management in a matrixed organization
• Contact center leadership experience
• Experience using SQL

Equal Opportunity Employer statement

At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.

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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.

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