Associate Manager, CG&A and MPCT

Hi, we're Oscar. We're hiring an Associate Manager, CG&A to join our CG&A/MPCT 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 Manager, Member & Provider Escalations leads and develops a team dedicated to operational excellence. This role will resolve complex escalations, eliminate process roadblocks and partner cross-functionally across upstream and downstream teams to solve root business challenges. You will report into the Associate Director, Member & Provider Escalations | Director, Member & Provider Lifecycle. Work Location: This position is based in our Los Angeles 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. #LI-Hybrid Pay Transparency: The base pay for this role is: $72,036 - $99,049 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses. Responsibilities: Mentor team members using structured frameworks to build future organizational leaders and foster a positive workplace culture. Manage daily team operations, measurement performance, employee engagement, and cross-functional communications with indirect budget oversight. Manage grievance and appeals workflows, serving as the primary department escalation point for complex cases and using data to address root-causes and lower complaint volume. Manage complex, high-visibility cases from intake through resolution, collaborating with executive leadership to mitigate operational and reputational risk. Identify operational trends and knowledge gaps across Service Operations, applying Lean methodologies to lead proactive process improvements. Establish and enforce standard escalation procedures to maintain compliance and eliminate customer friction. Partner with leaders across the organization to translate business insights into strategies that improve operational efficiency and customer experience. Compliance with all applicable laws and regulations. Other responsibilities as assigned. Requirements: 3+ years of experience leading and developing a team within a production environment or contact center 2+ years experience working with teams in multiple locations and within multiple disciplines 2+ years experience working in a collaborative environment with a diverse set of people 2+ years experience implementing operational excellence 2+ year experience using data to drive decision-making and continuous improvement 2+ years advanced Google Suite or Microsoft Office capabilities Bonus points: Prior healthcare or insurance-related experience Prior Complaints, Grievances & Appeals experience Bachelor's Degree Proficiency with data visualization tools (Tableau, Looker, Periscope, etc.) Operational Excellence Certification (Lean Six Sigma or similar) This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here. At Oscar, being an