Associate Director, BPO Strategy & Governance

Hi, we're Oscar. We're hiring an Associate Director, BPO Strategy & Governance join our Center of Excellence team.

Oscar is the first health insurance company built around a full stack technology platform and a 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

You will lead a team of Program Managers responsible for core foundational and future -focused initiatives associated with the successful functionality of an internal BPO division. This team is an integral part of Oscar and our overall operations engine

You will play a critical role in the daily operations of both onshore and offshore production-based business units. You will exercise expertise and leadership that is instrumental in maintaining high standards and delivering exceptional service to our internal and external partners

You will oversee the execution of crucial deliverables that ensure the success of Oscar partnerships, managing matrixed, cross-functional work streams internally and informing stakeholders externally. You will build an operating model for any external partnerships that can scale with business growth

You will report to the Sr. Director Production COE.

Work Location:

Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.

If you live within commutable distance to our New York City office ( in Hudson Square), our Tempe office (off the 101 at University Ave), or our Los Angeles office (in Marina Del Rey), you will be expected to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change.

Pay Transparency:

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $144,000 - $189,000 per year. The base pay for this role in all other locations is: $129,600-$170,100 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Shape the vision / strategy for the BPO Strategy & Governance team specifically around operationally sound principles and guidelines
• Adept in data analysis and reporting capabilities with a deep understanding of being able to sort through complex problems and initiatives
• Provides effective direction and inspiration to all levels across the production-based business organization
• Responsible for ongoing career development of direct reports while maintaining culture and employee satisfaction
• Utilize project management tracking techniques and tools and adjust approach based on measured outcomes across simultaneously operating projects
• Provide ongoing consultation, reflection, and business process adjustment support to operational counterparts and vendors alike
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 7+ years of experience with direct BPO interaction or vendor specific experience
• 7+ years of experience working with teams in multiple locations and within multiple disciplines
• 7+ years of experience managing and scaling large projects and business processes
• 5+ years coaching and developing Operational or LEAN-Based teams
• 5+ years of experience in LEAN, Six Sigma, Project Management or other improvement methodologies
• 5+ years of experience using data and metrics to drive appropriate root cause analysis and action planning

Bonus points

• Experience in Healthcare, Contact Center, or related field with a BPO presence
• Experience with Procurement or Contract Management functions
• Operational improvement certification - Green or Advanced belt certification
• LEAN or Project Management certification
• Bachelor's Level Education

This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.

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..

Pay Transparency:

Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.

Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.

Reasonable Accommodation:

Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team ([email protected]) to make the need for an accommodation known.