Senior Director, Operational Excellence Member Programs

Hi, we're Oscar. We're hiring a Senior Director, Operational Excellence to join our Insurance Operations 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.

You will be a leader and oversee the architectural integrity and performance of Oscar’s core insurance service pillars. Reporting to the SVP, Insurance Operations, you will lead a sophisticated organization through four key pillars covering Managed Services, Workforce Management, Process Optimization, and Quality Management. You will design for a "consultant-operator"—someone who pairs a rigorous management consulting background with deep experience running large-scale shared services in a healthcare environment.

You will be the primary architect of Oscar’s operational engine, ensuring these four different functions work in lockstep to deliver a tech-enabled, seamless member experience. Your mission is to balance rapid scalability with lean efficiency, ensuring that as Oscar grows, our operational quality and member satisfaction remain industry-leading.

This position is based in our New York City 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.

The base pay for this role is: $198,720 - $260,820 per year. You are also eligible for employee benefits, participation in Oscar’s unlimited vacation program, company equity grants, and annual performance bonuses.

• Set the organizational tone, strategy, and tenor for the Operational Excellence organization, fostering a culture of high accountability, empathy, and relentless improvement that aligns with Oscar’s mission.
• Provide strategic direction and horizontal oversight for the four primary operational pillars:
  Managed Services (BPO/Vendor Mgmt), Workforce Management, Operational Excellence (Process/Execution), and Quality Management.
• Directly manage, coach, and enhance a team of leaders of Associate Directors and Directors ensuring cross-functional alignment and breaking down silos between the operational sub-units.
• Optimize the shared services model to support Oscar’s diverse lines of business, ensuring that centralized resources are deployed with maximum efficiency and high ROI.
• Synthesize complex operational data into high-level insights for senior leadership. Simultaneously, craft a compelling vision for the broader organization that drives buy-in, alignment, and a shared sense of purpose across all four pillars.
• Apply a management consulting lens to diagnose complex operational friction points within the healthcare payer space, designing end-to-end solutions that improve throughput and member outcomes.
• Leverage deep healthcare experience to ensure all operational workflows meet or exceed stringent regulatory requirements (CMS, NCQA) and internal Total Quality Management (TQM) standards.
• Oversee the strategy for offshore and outsourced partners, ensuring BPO performance is indistinguishable from internal quality and integrate into Oscar's culture.
• Direct the Workforce Management and Forecasting teams to build high-precision capacity models that account for healthcare seasonality and rapid member growth.
• Champion a culture of data-driven process optimization, utilizing Lean or Six Sigma methodologies to drive down the "cost-to-serve" while improving the "quality-to-member".
• Act as the lead operational stakeholder for Product and Engineering teams, translating operational pain points into technical requirements for internal tool development.
• Manage a significant operational budget and provide the SVP, Insurance Operations with clear, data-backed visibility into the health, scalability, and financial performance of the organization.
• Compliance with all applicable laws and regulations.
• Other duties as assigned.

• 12+ years of healthcare industry…