Remote Associate Manager, Member & Provider Escalations

name; Dallas (TX); On-site; USD 65,000 - 89,000; Full time

Job summary

Oscar Health is hiring an Associate Manager, CG&A to lead a team within the CG&A/MPCT group, focusing on resolving complex escalations and driving operational excellence. The role reports to the Associate Director and Director, with a fully remote work setup that accommodates Dallas, Texas residents.

The position emphasizes mentoring, cross-functional communication, and data-driven decision making, with compensation including base pay in the U.S. market and annual performance bonuses.

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+ year 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.
• Compliance with all applicable laws and regulations.
• Other responsibilities as assigned.

Job description

Oscar Health is hiring an Associate Manager, CG&A to lead a team within the CG&A/MPCT group, focusing on resolving complex escalations and driving operational excellence. The role reports to the Associate Director and Director, with a fully remote work setup that accommodates Dallas, Texas residents.

The position emphasizes mentoring, cross-functional communication, and data-driven decision making, with compensation including base pay in the U.S. market and annual performance bonuses.