Client Services Manager

Hi, we're Oscar. We're hiring a Manager to join our Lucie Client Services Team

About the role:

The Manager, Client Services is a key member of Lucie's partner organization and is responsible for turning partner commitments into successful launches and durable relationships. This role owns the day-to-day client experience for FMOs, agencies, carriers, and other distribution partners, and serves as the connective tissue between Sales and the operational teams that deliver Lucie's marketplace, enrollment, onboarding, and support experience. The work is equal parts client leadership, project management, operational problem-solving, and strategic partnership. The Manager will translate partner needs into clear requirements, drive disciplined handoffs and cross-functional execution, support adoption and issue resolution, and help build a repeatable service model that enables Lucie to grow with confidence.

Work Location: This is a remote position based in the field, open to candidates who reside in Georgia. Your daily work will involve a blend of work from your home office and frequent local travel for client meetings. Occasional travel may be required for team meetings and company events. #LI-Remote

Pay Transparency: The base pay for this role is: $111,034.80 - $145,733.18 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities:

• Own assigned Lucie partner relationships-including FMOs, agencies, carriers, and other distribution partners-from sales handoff through launch, adoption, and ongoing service.
• Serve as the primary liaison between partner stakeholders and Lucie's Sales, Operations, Product, Engineering, Marketing, Training, Support, Finance, and Legal teams.
• Translate partner goals, operating needs, data requirements, and feedback into clearly scoped launch plans and internal workstreams with defined owners, milestones, dependencies, risks, and success measures.
• Manage approved sales-to-service handoffs, validate feasibility before external commitments are made, and route non-standard requests to the appropriate decision-makers.
• Coordinate launch-critical activities, including agency hierarchy configuration, producer access, data migration, carrier and product scope, training, communications, and support readiness.
• Lead partner kickoffs, status meetings, launch-readiness reviews, executive updates, and quarterly business reviews with clear documentation and accountable follow-through.
• Proactively identify delivery risks, resolve partner issues, remove blockers, clarify tradeoffs, and escalate decisions early enough to protect expectations and launch timing.
• Monitor activation, adoption, service performance, partner health, and launch outcomes; use data and recurring partner insights to improve the product roadmap, service model, sales process, training, and partner experience.
• Build scalable playbooks, templates, and operating standards while identifying renewal, retention, and expansion opportunities in partnership with Sales and account leadership.
• Compliance with all applicable laws and regulations
• Other duties as assigned

Requirements:

• Bachelor's degree or 5+ years of equivalent practical experience
• 5+ years of experience in client services, client success, account management, implementation, project management, or a related cross-functional role.
• 3+ years of experience partnering directly with external clients and translating client needs into business, operational, or technical requirements.
• Demonstrated success managing complex, cross-functional launches or implementations with multiple stakeholders and dependencies.
• Excellent written and verbal communication skills, including the ability to guide executive and operational audiences through decisions, risks, and next steps.
• Ability to understand technical and data concepts, partner effectively with product and engineering teams, and explain complex topics to non-technical audiences.
• Strong organization, judgment, and prioritization skills across multiple partners, workstreams, and deadlines.

Bonus points:

• Experience in health insurance, benefits, insurtech, healthcare technology, or another regulated industry.
• Experience working with FMOs, agencies, brokers, carriers, or other insurance distribution partners.
• Familiarity with ACA marketplace, EDE, ICHRA, supplemental products, producer onboarding, agency hierarchies, or book-of-business migrations.
• Experience with SaaS platforms, CRM workflows, APIs, data imports, reporting, or operational integrations.
• Experience leading quarterly business reviews, partner-health programs, renewal planning, or expansion motions.
• Experience building new operating processes, playbooks, and service standards in a scaling organization.

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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.

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.

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