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Salary: USD 218,592 - 286,902 / annual
Oscar Health is seeking a Vice President to lead the Member & Provider Services and Optimization organization. This is a strategic leadership role responsible for overseeing the performance, scalability, and continuous improvement of member and provider service experiences across Oscar's technology-enabled health insurance platform.
You will direct a multi-tiered organization of Directors and managers, translating high-level strategic goals into actionable operational roadmaps. Key responsibilities include:
- Leading the end-to-end member and provider service ecosystem, including call center operations, member navigation, and provider workflows
- Defining and implementing performance management philosophy with rigorous benchmarks for service excellence
- Designing the next-generation call center leveraging AI, automation, self-service, and analytics
- Optimizing workforce mix to maximize flexibility, efficiency, and business continuity
- Serving as the primary voice of the customer internally, ensuring alignment of cross-functional projects with experience goals
- Leading continuous improvement initiatives using data-driven root cause analysis to identify and resolve systemic pain points
- Overseeing budgeting, capacity planning, and business cases for scaling operations
- Managing quality improvement projects and regulatory compliance
- Representing Oscar to external partners and regulators
You will report to the SVP of Member & Provider Strategy and work in a hybrid model (3 days/week in-office, with Thursdays required for team meetings).
Required qualifications: 15+ years professional experience; 5+ years managing large organizations with onshore/offshore teams; 5+ years leading large call center operations; 5+ years in operational planning, workforce management, and budgeting; experience in regulated environments. Healthcare/healthtech, process improvement, consulting, and healthcare payer operations experience are valued.
