Manager, Service Transformation

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee cross-functional initiatives that enhance Service Forward and transform Oscar's contact-center model through a combination of human service and AI-driven automation.

• Align various enterprise partners on the strategy, design of the operating model, implementation processes, and change management.

• Lead focused efforts to elevate member and provider service performance.

• Manage comprehensive, cross-functional project implementations and initiatives.

• Develop project plans, engage with stakeholders, manage interdepartmental relationships, address edge cases, and ensure timely completion.

• Assess departmental performance by creating, collecting, analyzing, and interpreting relevant data and metrics.

• Support the development of departmental metrics and the implementation of mitigation strategies.

• Design strategies for implementation, communication, program management, and risk mitigation related to change management.

• Supervise and mentor team members while fostering their professional growth.

• Report directly to the Senior Director of Member and Provider Services.

• Ensure adherence to all applicable laws and regulations.

⛳️ Requirements

• Minimum of 4 years of experience in program management.

• At least 3 years of experience in delivering projects or programs.

• Knowledge of compliance with all relevant laws and regulations.

• Experience in utilizing data and metrics to drive program improvements (bonus points).

• Background in a fast-paced operations environment (bonus points).

• Proven track record in executing enterprise-wide initiatives, including defining project plans, coordinating resources, managing implementation activities, and developing processes for program launch and ongoing support (bonus points).

• PMP or Program Management Certifications (bonus points).

• Lean/Six Sigma Certifications (bonus points).

• Experience in healthcare, specifically in health insurance, health systems, or healthcare consulting (bonus points).

🏝️ Benefits

• Comprehensive employee benefits.

• Unlimited vacation program.

• Annual performance bonuses.

• Medical, dental, and vision coverage.

• 11 paid holidays.

• Paid sick leave.

• Paid parental leave.

• Participation in a 401(k) plan.

• Life and disability insurance.

• Paid wellness time and reimbursements.