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Salary: USD 162,454 - 236,912 / annual
Oscar Health is seeking a Senior Director, Member and Provider Services to lead strategy, performance, and future readiness of Tier 1 and Tier 2 contact center operations across Member, Broker, and Provider channels. This role oversees end-to-end operations for distributed remote teams, integrating modern technology with human-centered service to achieve high access, accuracy, quality, and resolution.
You will direct all Tier 1 and Tier 2 contact center operations across voice and digital channels for Members, Brokers, and Providers. You will execute a multi-year strategy to scale service operations, build resilience, and future-proof contact center operations against regulatory and business shifts. Leading a geographically distributed leadership organization, you will foster an inclusive, high-accountability remote culture focused on team development and retention.
Key responsibilities include championing a human-centered service model that pairs automation, analytics, and workflow design with expert human support; establishing performance frameworks to maximize outcomes across SLAs, quality, accuracy, first-contact resolution, customer effort, and unit cost; leveraging contact center analytics and customer journey trends to mitigate operational risk; collaborating with internal and external partners to design scalable, compliant processes; driving workforce management and capacity planning; influencing enterprise technology roadmaps and cross-functional processes; cultivating leadership talent through coaching, career pathing, and succession planning; overseeing operating budgets; and ensuring strict adherence to financial controls, regulatory mandates, and compliance standards.
You will report into the Senior Director Member & Provider Programs. This is a fully remote position open to candidates residing in the U.S., excluding Alaska, Delaware, Hawaii, Louisiana, Montana, North Dakota, Oklahoma, West Virginia, Wyoming, and U.S. Territories. Occasional travel is required for team meetings and company events.
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
BONUS QUALIFICATIONS:
- 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
