Remote Associate Manager, Escalations & Operations

Oscar Health; Town of Florida (NY); On-site; USD 65,000 - 89,000; Full time

Benefits offered by this job

Unlimited vacation program

Annual performance bonuses

Benefits package

Job summary

Oscar Health in the United States is hiring an Associate Manager, CG&A to lead a high-performing Escalations team focused on operational excellence and cross-functional collaboration. Based remotely and open to Florida residents, this role drives root-cause analysis, process improvements, and compliance while partnering with senior leaders to protect member experience and brand integrity.

The base salary ranges from $64,832 to $89,144 per year, with benefits and performance bonuses; prior

Qualifications

• 3+ years of experience leading and developing a team within a production environment or contact center.
• 2+ years experience working with teams in multiple locations and within multiple disciplines.
• 2+ years experience working in a collaborative environment with a diverse set of people.
• 2+ years experience implementing operational excellence.
• 2+ years experience 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.

Skills

Team leadership

Operational excellence

Data-driven decisions

Cross-functional collaboration

Google Suite / Office

Education

Bachelor's Degree

Tools

Tableau

Looker

Periscope

Job description

Oscar Health in the United States is hiring an Associate Manager, CG&A to lead a high-performing Escalations team focused on operational excellence and cross-functional collaboration. Based remotely and open to Florida residents, this role drives root-cause analysis, process improvements, and compliance while partnering with senior leaders to protect member experience and brand integrity.

The base salary ranges from $64,832 to $89,144 per year, with benefits and performance bonuses; prior