Associate, Service Transformation

Hi, we're Oscar. We're hiring an Associate, Service Transformation to join our Concierge Optimization 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 Associate, Service Transformation will drive the project work that brings Service Forward to life, partnering with business and technical teams to improve contact-center processes, workflows, and service experiences. This role will manage implementation details, analyze performance, coordinate stakeholders, and support smaller member and provider service-optimization initiatives alongside broader transformation work.

You will report into Senior Director Member & Provider Services.

Work Location: This position is based in our New York office requiring a hybrid work schedule with 3 days of in-office work per week. Thursdays are a required in-office day for team meetings and events, while your other two office days are flexible to suit your schedule.

Pay Transparency: The base pay for this role is: $96,876.00 - $127,149.75 per year. per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities:

• Leads the end-to-end management of cross-functional implementations/projects, including project plan creation, stakeholder engagement, managing cross-functional relationships to drive collaboration, edge case mitigation, and on-time completion.


• Evaluate overall departmental performance by creating, gathering, analyzing data and assisting in development of departmental metrics and implementation of mitigation strategies.


• Collaboratively works with all relevant partner groups to create proactive implementation, communications, and program strategies for successful change management and risk mitigation programs.


• Mentor team members and promotes colleagues' growth.


• Compliance with all applicable laws and regulations.


• Other responsibilities as assigned.

Requirements:

• A bachelor's degree or 3+ years commensurate experience


• 3+ years of work experience in operations, health insurance, data analysis, engineering or consulting


• 2+ years of experience using data software such as Excel, SQL, Python or other data analytics tools


• 2+ years of experience with end-to-end project management


• 2+ years of experience designing and improving workflows and standing up accompanying operating and technical procedures


• 2+ years of experience with process improvement methodologies such as Lean, Six Sigma or Theory of constraints

Bonus points:

• Bachelor's degree in Engineering, Business Administration, or other related field


• Lean Six Sigma Green Belt certification or higher