Senior Director, Member and Provider Services

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.

Bonus points:

• 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.