Service Transformation Manager - AI-Driven Operations

Oscar Health, Inc.; Tempe (AZ); Hybrid; USD 87,000 - 114,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision benefits

11 paid holidays

Paid sick time

Parental leave

401(k) plan participation

Life and disability insurance

Wellness time

Job summary

Oscar Health, Inc. is hiring a Manager, Service Transformation to join our Concierge Optimization team in Tempe, AZ. This role leads cross-functional programs to evolve our contact-center model with a mix of human service and AI-enabled automation.

You will report to the Senior Director, Member and Provider Services and drive strategy, operating-model design, and change management across enterprise partners. Hybrid work requires 3 days in-office per week in Tempe with Thursdays mandatory.

Qualifications

• 4+ years of experience in program management.
• 3+ years of experience in delivering projects/programs.

Responsibilities

• Leads end-to-end management of cross-functional implementations/projects, including plan creation, stakeholder engagement, cross-functional relationships, edge case mitigation, and on-time completion.
• Evaluates departmental performance by creating, gathering, analyzing and interpreting data and metrics; assists in developing departmental metrics and mitigation strategies.
• Collaboratively works with internal/external stakeholders to formulate proactive implementation, communications, and program strategies for change management and risk mitigation.
• Oversees team members and mentors colleagues; promotes growth and development.
• Ensures compliance with all applicable laws and regulations.
• Performs other duties as assigned.

Skills

Program management

Cross-functional collaboration

Data analysis

Education

Master's Degree

PMP Certification

Lean/Six Sigma Certification

Job description

Oscar Health, Inc. is hiring a Manager, Service Transformation to join our Concierge Optimization team in Tempe, AZ. This role leads cross-functional programs to evolve our contact-center model with a mix of human service and AI-enabled automation.

You will report to the Senior Director, Member and Provider Services and drive strategy, operating-model design, and change management across enterprise partners. Hybrid work requires 3 days in-office per week in Tempe with Thursdays mandatory.