Senior Director, Member and Provider Services

📋 Description

• Direct end-to-end Tier 1 and Tier 2 contact center operations across voice and digital channels for
• Execute a multi-year strategy to scale service operations, build resilience, and future-proof
• Lead a geographically distributed leadership organization, fostering an inclusive
• Champion a human-centered service model that pairs automation, analytics, and workflow design with
• Establish performance frameworks to maximize outcomes across SLAs, quality, accuracy, first-contact
• Leverage contact center analytics and customer journey trends to mitigate operational risk

🎯 Requirements

• 12+ years of experience leading large-scale, high-volume contact center or customer operations
• 8+ years leading leaders and coaching and developing teams in complex, performance-driven
• Experience leading contact center operations and building high-engagement, high-accountability
• Demonstrated success delivering superior contact center performance across service level
• Proven ability to translate data, customer insights, technology capabilities, and workforce needs
• Strong executive presence and ability to influence cross-functional leaders, external partners, and

🎁 Benefits

• Employee benefits
• Participation in Oscar's unlimited vacation program
• Company equity grants
• Annual performance bonuses
• Medical, dental, and vision benefits
• 11 paid holidays