Hi, we're Oscar. We're hiring an Associate Director, Managed Business Services to join our 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 Associate Director, Managed Business Services is a senior individual contributor who autonomously manages the performance and compliance of Oscar’s global vendor portfolio across contact center, tech, and insurance operations. This role translates contracts into daily execution, safeguards member and provider experiences, and enforces vendor accountability through corrective actions, service credits, or contract terminations when performance falls short.
You will report into the Senior Director, Process Improvement
Work Location: 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. #LI-Hybrid
Pay Transparency: The base pay for this role is: $149,040 - $195,615 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program, and annual performance bonuses.
Responsibilities:
- Establish operating rhythms (daily to annual), manage action/escalation logs, and drive vendor issues through verified resolution.
- Translate MSAs, SOWs, and SLAs into daily requirements; audit performance reporting and enforce remedies, penalties, or service credits.
- Track staffing, queue health, quality, and peak preparedness via scorecards to catch performance dips early and require recovery plans.
- Ensure vendor adherence to ACA Marketplace and other applicable CMS requirements, HIPAA, SOC 2 requirements, ISO 27001, & HITRUST; prioritize operational risks and verify corrective fixes.
- Assist with RFI/RFPs, onboarding, transitions, and contract renewals across contact center, claims, clinical, and IT operations.
- Reconcile invoices, volumes, and unit costs with Procurement and Finance to drive cost efficiencies and ensure contract value.
- Partner on disaster recovery and surge planning while leading cross-functional initiatives to simplify workflows and leverage automation.
- Compliance with all applicable laws and regulations.
- Other duties as assigned.
Requirements:
- Bachelor's Degree in Business, Operations or relevant field
- 7+ years of experience in health insurance operations.
- 7+ years of experience leading, coaching, or developing cross-functional people and teams across multiple locations and disciplines.
- 6+ years of experience applying structured process-improvement or quality-management methods to operational work.
- 6+ years of experience leading large-scale implementations or expansions across multiple sites, business units, or service lines.
- 5+ years of experience with procurement processes, including negotiating and contracting for Business Process Outsourcing (BPO) services.
- 5+ years of experience managing third-party BPO or Information Technology Outsourcing (ITO) relationships supporting major insurance operations functions.
- Experience in full-lifecycle health insurer and vendor operations across global teams, enforcing QA, training program evaluation, and knowledge management (KM).
- Experience in regulatory and data security compliance, including CMS regulations, ACA Marketplace operations, HIPAA, and privacy standards.
- Experience in performance and financial governance, driving forecasting, billing controls, accurate reporting, contract analysis, and incident management/CAPAs through root-cause analysis.
- Experience in technical and governance tools, leveraging advanced spreadsheets, presentation software, ticketing platforms, and contract management systems.
Bonus points:
- 7+ years in health plan operations with heavily outsourced functions, specifically with ACA Marketplace, Medicare Advantage, or Medicaid.
- Proven experience governing vendors across core functions (claims, enrollment, clinical, member/provider services, tech).
- Track record of scaling global vendor programs, consolidating partners, or managing teams across APAC, LATAM, or EMEA.
- Experience with GRC, CLM, WFM, SQL analytics, or data visualization tools.
- Background applying process improvement, statistical analysis, or quality management frameworks in regulated environments.
Education:
- Bachelor’s degree in business, operations, healthcare administration, finance, analytics, risk management, or a related field.
- Master’s degree in business, healthcare administration, operations, analytics, law, risk, or a related field.
Certification:
- PMP certification or equivalent project management experience.
Travel required?
• • Up to 15%, including domestic or international vendor-site visits, audits, business reviews, implementations, and recovery support.
This is an authentic Oscar Health job opportunity.
At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.
Pay Transparency: Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements.
Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.
Reasonable Accommodation: Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team ([email protected]) to make the need for an accommodation known.
California Residents: For information about our collection, use, and disclosure of applicants’ personal information as well as applicants’ rights over their personal information, please see our Privacy Policy.
Skills Required
- Bachelor's degree in business, operations, healthcare administration, finance, analytics, risk management, or a related field
- 7+ years of experience in health insurance operations
- 7+ years of experience leading, coaching, or developing cross-functional teams across multiple locations and disciplines
- 6+ years of experience applying structured process-improvement or quality-management methods
- 6+ years of experience leading large-scale implementations or expansions across multiple sites, business units, or service lines
- 5+ years of experience with procurement processes, including negotiating and contracting for BPO services
- 5+ years of experience managing third-party BPO or ITO relationships supporting major insurance operations
- Experience with full-lifecycle health insurer and vendor operations, quality assurance, training evaluation, and knowledge management
- Experience with CMS regulations, ACA Marketplace operations, HIPAA, privacy standards, and data-security compliance
- Experience with performance and financial governance, forecasting, billing controls, reporting, contract analysis, incident management, CAPAs, and root-cause analysis
- Experience using advanced spreadsheets, presentation software, ticketing platforms, and contract management systems
- Master's degree in business, healthcare administration, operations, analytics, law, risk, or a related field
- 7+ years in health plan operations with heavily outsourced functions, including ACA Marketplace, Medicare Advantage, or Medicaid
- Experience governing vendors across claims, enrollment, clinical, member/provider services, and technology functions
- Experience scaling global vendor programs, consolidating partners, or managing teams across APAC, LATAM, or EMEA
- Experience with GRC, CLM, WFM, SQL analytics, or data visualization tools
- Background applying process improvement, statistical analysis, or quality-management frameworks in regulated environments
- PMP certification or equivalent project management experience
Oscar Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Oscar Health and has not been reviewed or approved by Oscar Health.
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Healthcare Strength — Employer-sponsored medical coverage for employees and their families with mental-health support is prominently offered. Wellness programming and digital care access add to perceived strength.
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Parental & Family Support — Paid parental leave of 10+ weeks, backup care, and family-forming support (including fertility and adoption benefits) are part of the package. Reproductive‑loss leave is also noted.
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Leave & Time Off Breadth — Multiple time‑off options, wellness days, and an unlimited vacation program for some roles are described. Paid holidays, paid sick time, and a long‑tenure sabbatical broaden time‑away choices.
Oscar Health Insights
What We Do
Oscar Health, Inc. (NYSE: OSCR) is a leading consumer health company that gives people power over their healthcare. Oscar Health serves millions of consumers, employers, brokers, and partners through Oscar Insurance, Lucie Health Marketplace, and Trove Group. Together these businesses deliver exceptional lifestyle products and technology platforms that make healthcare easy to choose, use, and experience.
