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Senior Director – Member and Provider Services
Oscar Health. Lead the strategy, performance, and future readiness of Tier 1 and Tier 2 contact center operations across Member, Broker, and Provider channels .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading large-scale contact center operations with a focus on performance, compliance, and strategic planning. Proven ability to foster high-accountability cultures and leverage analytics for operational excellence in healthcare or regulated service environments.
Highest-signal resume keywords
Contact Center Operations LeadershipWorkforce ManagementOperational Excellence CertificationData-Driven Strategic PlanningHealthcare Service Operations Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Multi-Channel Service DeliveryPerformance FrameworksCustomer Journey AnalyticsCapacity PlanningBudget ManagementQuality AssuranceAutomation StrategyData VisualizationCRM SystemsAI-Enabled Service Capabilities
Soft Skills
Executive PresenceCoaching and DevelopmentInfluencing Without AuthorityHigh-Engagement Culture BuildingCollaboration
Tools & Technologies
TableauLookerCloud Contact CenterWorkforce Management SystemsCustomer Experience Systems
Certifications & Qualifications
Lean Six SigmaCOPC
Industry Keywords
HealthcareHealth InsuranceRegulated Service OperationsMember ServicesProvider Services
Tech Stack
Tools & technologiesCloudTableau
About the role
Key responsibilities & impact- Lead the strategy, performance, and future readiness of Tier 1 and Tier 2 contact center operations across Member, Broker, and Provider channels
- Direct end-to-end Tier 1 and Tier 2 contact center operations across voice and digital channels
- Execute a multi-year strategy to scale service operations, build resilience, and future-proof contact center operations
- Lead a geographically distributed leadership organization and foster an inclusive, high-accountability remote culture
- Champion a human-centered service model combining automation, analytics, workflow design, and expert human support
- Establish performance frameworks covering SLAs, quality, accuracy, first-contact resolution, customer effort, and unit cost
- Leverage contact center analytics and customer journey trends to mitigate operational risk and prioritize initiatives
- Collaborate with internal and external partners to design scalable, compliant processes
- Drive workforce management and capacity planning
- Influence enterprise technology roadmaps, policies, and cross-functional processes
- Cultivate leadership talent through coaching, career pathing, and succession planning
- Oversee short- and long-term operating budgets
- Ensure adherence to financial controls, regulatory mandates, operational timeliness, and compliance standards
- Report to the Senior Director Member & Provider Programs
- Perform other duties as assigned
Requirements
What you’ll need- 12+ years of experience leading large-scale, high-volume contact center or customer operations, including accountability for multi-channel service delivery and business performance
- 8+ years leading leaders and coaching and developing teams in complex, performance-driven operations
- Experience leading contact center operations and building high-engagement, high-accountability cultures across remote or geographically distributed teams
- Demonstrated success delivering superior contact center performance across service level, accessibility, quality, accuracy, resolution, productivity, and cost
- Proven ability to translate data, customer insights, technology capabilities, and workforce needs into strategic operating plans and scalable improvements
- Strong executive presence and ability to influence cross-functional leaders, external partners, and enterprise decisions without direct authority
- 4+ years of healthcare, health insurance, or other regulated high-volume service-operations experience; Member and/or Provider Services experience strongly preferred
- Experience leading large-scale remote or hybrid contact centers and using workforce management, quality, knowledge, and customer-experience systems
- Experience shaping a contact center technology strategy, including CRM, cloud contact center, automation, analytics, and AI-enabled service capabilities
- Operational Excellence certification (Lean Six Sigma, COPC, or similar) and a continuous-improvement mindset
- Advanced analytical and data-visualization capabilities, including proficiency with tools such as Tableau, Looker, or similar platforms
- Bachelor's degree in business, healthcare administration, operations, or a related field; advanced degree preferred
Benefits
Comp & perks- Employee benefits
- Unlimited vacation program
- Company equity grants
- Annual performance bonuses
- Medical benefits
- Dental benefits
- Vision benefits
- 11 paid holidays
- Paid sick time
- Paid parental leave
- 401(k) plan participation
- Life insurance
- Disability insurance
- Paid wellness time
- Wellness reimbursements
- Fully remote work from a home office
- Occasional travel for team meetings and company events