VP, Member & Provider Services and Optimization

Hi, we're Oscar. We're hiring a Vice President to oversee our Member & Provider Services and Optimization 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 VP of Member & Provider Services and Optimization is the strategic leader responsible for the performance, scalability, and continuous improvement of the member and provider service experience. You will lead the Member and Provider Services organization, translating high-level goals into actionable operational roadmaps that prioritize member satisfaction, provider engagement, and process optimization. You will be the primary architect of a performance-driven organization. Leading a multi-tiered team of Directors to meet KPIs. You will use Oscar's internal platforms and data-driven insights to build an efficient and compliant operation. By collaborating with multiple peers, you ensure that our service delivery is not only efficient and compliant, but also serves as a differentiator in the healthcare market. You will report into the SVP of Member & Provider Strategy Work Location: This position is based in our New York 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: $218,592 - $286,902.00 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program, company equity grants and annual performance bonuses. Responsibilities: Direct the Member & Provider Services organization, overseeing a scalable operating model designed to optimize the end-to-end experience for our entire service ecosystem, including members, providers, and broker call center operations. Summarize departmental strategies into operational roadmaps, leading the implementation of programs that reduce friction in member navigation and provider service workflows. Cultivate a culture by guiding the evolution of specialized service tools and data-led workflows that empower teams to resolve complex member and provider needs. Define and refine the performance management philosophy, using member and provider feedback loops to set rigorous benchmarks for service excellence and optimization. Define, socialize and implement the call center of the future, using AI, automation, self service and analytics to accelerate Oscar's industry-leading experiences Improve workforce mix to maximize flexibility, efficiency, business continuity and overall experience Be a primary voice of customer and advise and direct internal projects to ensure they are aligned with our experience goals Lead a multi-leveled organi...