Responsibilities
- Hire and manage a team of Oscar colleagues with direct responsibility for performance management, their growth, and associated HR administrative tasks
- Manage your team's outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans when issues arise
- Understand and be connected to the type of work your team does on a daily basis, being able to make volume-based decisions that best serve our customers.
- Serve as a central communicator by leading team huddles with Oscar colleagues, connecting colleagues to the mission, vision, and values of Oscar, and providing guidance and motivation to achieve daily operational goals
- Be a culture carrier, supporting engagement with your team by creating an inclusive and inviting culture that aligns with Oscar's core values
- Lead and participate in continuous improvement activities that drive or influence the improvement and development of a production team
- Identify and closing gaps on existing operational workflows
- Work collaboratively across production and other Oscar teams to implement best practice
- Compliance with all applicable laws and regulations
- Other duties as assigned
Requirements
- 2+ years experience in a fast-paced operations or customer service environment
- 2+ years of direct people management experience
- 2+ years of experience using data and metrics to drive improvements
- Experience in LEAN practices
- 1+ year working with BPO vendors
- Experience working with teams in multiple locations and multiple disciplines
Nice to Have
- Bachelor's degree
- Prior healthcare and/or insurance experience
- Advanced Google Suite or Microsoft Office capabilities
- 2+ years experience solving complex inquiries
- 1+ years managing projects
Additional Information
- This is a remote role. You must reside in Georgia.
- This position follows a Monday–Friday schedule from 11:00 AM to 8:00 PM (Eastern Time), with a rotating shift requirement shared among the Operations Team Leaders. Team members will periodically work opening shifts from 8:00 AM to 5:00 PM or closing shifts from 3:00 PM to 12:00 AM (Eastern Time). This rotation is consistent across the leadership team, with an expected frequency of approximately 3–5 shifts per month. Additionally, leaders are expected to provide occasional weekend support during peak business periods throughout the year, such as Open Enrollment.
- 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.
