Senior Director, Member and Provider Services

Oscar-Health-; New York (NY); Remote; USD 181,000 - 237,000; Full time

Benefits offered by this job

Unlimited vacation

Equity grants

Performance bonuses

Job summary

Oscar Health is seeking a Senior Director of Member and Provider Services to lead remote, multi-channel contact center operations for Members, Brokers, and Providers. You will drive strategy, performance, and long-term readiness while shaping an inclusive, high-accountability culture.

The role reports to the VP and offers a fully remote arrangement for US-based candidates, with travel for team meetings and events. Competitive base pay, benefits, equity, and bonuses are included.

Qualifications

• 12+ years leading large-scale contact center or customer ops.
• 8+ years leading leaders and coaching teams.
• Experience with remote or distributed teams.
• Track record delivering cross-functional performance improvements.
• Proven ability to translate data and insights into strategy.
• Strong executive presence and cross-functional influence.
• 4+ years in healthcare or regulated high-volume service ops.
• Bachelor's degree; advanced degree preferred.

Responsibilities

• Direct end-to-end Tier 1/2 contact center ops across Members, Brokers, Providers.
• Execute multi-year strategy to scale service operations and resilience.
• Lead distributed leadership with a remote, accountable culture.
• Combine automation, analytics and human support for complex needs.
• Set performance frameworks for SLAs, quality, accuracy, and cost.
• Use analytics to mitigate risk and drive measurable results.
• Partner to design scalable, compliant processes.
• Manage workforce planning and capacity during growth.
• Guide tech roadmaps and cross-functional process improvements.
• Develop leadership through coaching and succession planning.
• Oversee budgets and ensure fiscal discipline and compliance.
• Ensure regulatory compliance and governance.

Skills

Leadership

Strategic planning

Data analytics

Remote leadership

Healthcare industry

Education

Bachelor's degree in business/healthcare ops

Advanced degree preferred

Tools

CRM

Cloud contact center

Automation

Analytics platforms (Tableau/Looker)

Job description

Senior Director, Member and Provider Services

Remote

Hi, we're Oscar. We're hiring a Senior Director, Member and Provider Services to join our 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 Senior Director, Member and Provider Services leads the strategy, performance, and future readiness of Tier 1 and Tier 2 contact center operations across Member, Broker, and Provider channels. Overseeing the end-to-end operating model for distributed remote teams, you will integrate modern technology with human-centered service to achieve high access, accuracy, quality, and resolution. By leveraging deep operational expertise, data, and strategic partnerships, the Senior Director, Member and Provider Services mentors leaders, builds an inclusive culture of accountability, and scales the organization for long-term growth.

You will report into the Vice President, Member & Provider Programs.

Work Location: This position is fully remote and open to candidates residing in the U.S., excluding Alaska; Delaware; Hawaii; Louisiana; Montana; North Dakota; Oklahoma; West Virginia; Wyoming; and U.S. Territories. Daily work is completed from your home office, with occasional travel required for team meetings and company events. #LI-Remote

Pay Transparency: The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $180,504 - $236,912 per year. The base pay for this role in all other locations is: $162,454 - $213,220 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program, company equity grants and annual performance bonuses.

Responsibilities:

• Direct end-to-end Tier 1 and Tier 2 contact center operations across voice and digital channels for Members, Brokers, and Providers.
• Execute a multi-year strategy to scale service operations, build resilience, and future-proof contact center operations against regulatory and business shifts.
• Lead a geographically distributed leadership organization, fostering an inclusive, high-accountability remote culture focused on team development and retention.
• Champion a human-centered service model that pairs automation, analytics, and workflow design with expert human support for complex customer needs.
• Establish performance frameworks to maximize outcomes across SLAs, quality, accuracy, first-contact resolution, customer effort, and unit cost.
• Leverage contact center analytics and customer journey trends to mitigate operational risk, prioritize initiatives, and achieve measurable results.
• Collaborate with internal and external partners to design scalable, compliant processes that meet evolving stakeholder and regulatory requirements.
• Drive workforce management and capacity planning to handle demand volatility and growth while safeguarding operational and financial targets.
• Influence enterprise technology roadmaps, policies, and cross-functional processes to continuously elevate the Member, Broker, and Provider experience.
• Cultivate leadership talent through active coaching, deliberate career pathing, and succession planning across frontline and management tiers.
• Oversee short- and long-term operating budgets, balancing strategic growth investments with fiscal discipline and efficiency.
• Ensure strict adherence to financial controls, regulatory mandates, operational timeliness, and compliance standards.
• Compliance with all applicable laws and regulations
• Other duties as assigned

Requirements:

• 12+ years of experience leading large-scale, high-volume contact center or customer operations, including accountability for multi-channel service delivery and business performance.
• 8+ years leading leaders and coaching and developing teams in complex, performance-driven operations.
• Experience leading contact center operations and building high-engagement, high-accountability cultures across remote or geographically distributed teams.
• Demonstrated success delivering superior contact center performance across service level, accessibility, quality, accuracy, resolution, productivity, and cost.
• Proven ability to translate data, customer insights, technology capabilities, and workforce needs into strategic operating plans and scalable improvements.
• Strong executive presence and ability to influence cross-functional leaders, external partners, and enterprise decisions without direct authority.
• 4+ years of healthcare, health insurance, or other regulated high-volume service-operations experience; Member and/or Provider Services experience strongly preferred.
• Bachelor's degree in business, healthcare administration, operations, or a related field; advanced degree preferred.
• Experience leading large-scale remote or hybrid contact centers and using workforce management, quality, knowledge, and customer-experience systems.
• Experience shaping a contact center technology strategy, including CRM, cloud contact center, automation, analytics, and AI-enabled service capabilities.
• Operational Excellence certification (Lean Six Sigma, COPC, or similar) and a continuous-improvement mindset.
• Advanced analytical and data-visualization capabilities, including proficiency with tools such as Tableau, Looker, or similar platforms.

This is an authentic Oscar Health job opportunity.

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.

Pay Transparency: 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.

Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.

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.

California Residents: For information about our collection, use, and disclosure of applicants’ personal information as well as applicants’ rights over their personal information, please see our Privacy Policy.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Oscar Health’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.