Customer Operations • Lead

Who you are

You have experience in customer service management and a strong understanding of team dynamics — you've successfully led teams to achieve performance goals and improve customer satisfaction. Your leadership style emphasizes coaching and development, ensuring that your team members grow in their roles and contribute effectively to the organization's objectives.

You are adept at analyzing workflows and identifying areas for improvement — you understand how to leverage data to enhance operational efficiencies and drive results. Your ability to partner with stakeholders allows you to implement changes that positively impact both team performance and customer experience.

What you'll do

In this role, you will lead a team of customer service representatives, focusing on their performance management and professional development. You will monitor operational KPIs and utilize dashboards to track outcomes, conducting root-cause analysis when issues arise. Your responsibilities will include hiring new team members and managing HR administrative tasks to ensure a cohesive and effective team.

You will collaborate with various stakeholders to identify workflow improvements that enhance efficiencies for the team. By fostering a culture of continuous improvement, you will help your team meet business objectives while maintaining a high level of service for Oscar's members and providers.

What we offer

Oscar provides a competitive salary range of $55,890 - $73,355 per year, along with comprehensive employee benefits. You will have the opportunity to participate in Oscar's unlimited vacation program and be eligible for annual performance bonuses. The role is based in Tempe, Arizona, requiring a hybrid work schedule with three days in the office each week, including mandatory in-office meetings on Thursdays. Join us in creating a health insurance experience that prioritizes member satisfaction and operational excellence.