Remote Lead Associate Manager, Escalations & Operations

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

Benefits offered by this job

Unlimited vacation

Annual performance bonus

Medical, dental, and vision benefits

11 paid holidays

Paid sick time

Paid parental leave

401(k) plan

Life and disability insurance

Wellness time and reimbursements

Job summary

Oscar Health is seeking an Associate Manager, CG&A to lead and develop a team focused on escalations and operational excellence. This remote role can be based in Dallas, TX, with potential future hybrid arrangements. The base pay ranges from $64,832 to $89,144 per year, plus benefits and bonuses.

You will report to the Associate Director, Member & Provider Escalations and collaborate across upstream and downstream teams to resolve complex cases and drive efficiency.

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.

Skills

Team leadership

Cross-location collaboration

Data-driven decisions

Operational excellence

G Suite / Office

Tools

Google Suite

Microsoft Office

Job description

Oscar Health is seeking an Associate Manager, CG&A to lead and develop a team focused on escalations and operational excellence. This remote role can be based in Dallas, TX, with potential future hybrid arrangements. The base pay ranges from $64,832 to $89,144 per year, plus benefits and bonuses.

You will report to the Associate Director, Member & Provider Escalations and collaborate across upstream and downstream teams to resolve complex cases and drive efficiency.