Customer Operations • Lead

Who you are

You have a strong background in customer service management and are passionate about leading teams to achieve their goals. With experience in performance management, you understand how to motivate and develop your team members to reach their full potential. You are skilled in analyzing workflows and identifying areas for improvement, ensuring that your team operates efficiently and effectively. Your leadership style is collaborative, and you thrive on building strong relationships with stakeholders to enhance service delivery.

You are adept at monitoring operational KPIs and conducting root-cause analysis to address any issues that arise. Your ability to communicate clearly and effectively allows you to convey important information to your team and stakeholders alike. You are committed to fostering a positive work environment where team members feel supported and empowered to succeed. You understand the importance of aligning team objectives with business goals and are driven to achieve results.

What you'll do

As the Team Lead for Vendor Customer Service, you will oversee a team of support staff, guiding them in their daily operations and ensuring they meet performance targets. You will be responsible for hiring and managing team members, conducting performance reviews, and providing coaching to help them grow in their roles. Your focus will be on driving team goals and KPIs, ensuring that the team meets business objectives while maintaining high standards of customer service.

You will partner with various stakeholders to identify workflow improvements that enhance efficiencies for the team. This may involve analyzing current processes, gathering feedback, and implementing changes that lead to better outcomes for both the team and the customers. You will also monitor dashboards to track your team's performance and conduct root-cause analysis when issues arise, constructing action plans to address any challenges.

What we offer

Oscar offers a competitive salary range of $55,890 - $73,355 per year, along with a comprehensive benefits package that includes participation in our unlimited vacation program and annual performance bonuses. You will have the opportunity to work in a fully remote environment, with the flexibility to adapt to future work models that may include hybrid options. Join us in our mission to create a health insurance company that prioritizes the needs of our members and providers.