Associate Manager, CG&A and MPCT

• 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.

• 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

• Prior healthcare or insurance-related experience
• Prior Complaints, Grievances & Appeals experience
• Bachelor's Degree
• Proficiency with data visualization tools (Tableau, Looker, Periscope, etc.)
• Operational Excellence Certification (Lean Six Sigma or similar)

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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.