Remote Associate Manager, Escalations & Operational Excellence

Oscar Health; United States; Remote; USD 65,000 - 89,000; Full time

Benefits offered by this job

Employee benefits

Unlimited vacation

Annual bonuses

Job summary

Oscar Health is hiring an Associate Manager, CG&A to join our CG&A/MPCT team. The role leads a team focused on operational excellence and resolves complex escalations, partnering across upstream and downstream teams to solve root business challenges.

This remote role is open to candidates who reside in Florida. You will mentor, manage daily operations, use data to drive improvements, and help ensure a culture of continuous improvement while maintaining compliance.

Qualifications

• 3+ years leading and developing a team within a production environment or contact center.
• 2+ years working with teams in multiple locations and disciplines.
• 2+ years in a collaborative environment 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

People management

Cross-functional

Data-driven decisions

Lean methodologies

Education

Bachelor's Degree

Tools

Google Suite

Microsoft Office

Job description

Oscar Health is hiring an Associate Manager, CG&A to join our CG&A/MPCT team. The role leads a team focused on operational excellence and resolves complex escalations, partnering across upstream and downstream teams to solve root business challenges.

This remote role is open to candidates who reside in Florida. You will mentor, manage daily operations, use data to drive improvements, and help ensure a culture of continuous improvement while maintaining compliance.