Senior Director, Member and Provider Services

The role

The Senior Director leads the strategy, performance, and future readiness of Tier 1 and Tier 2 contact center operations for Members, Brokers, and Providers. This role oversees an end-to-end operating model for distributed remote teams using technology and human-centered service.

What you will do

• Direct end-to-end Tier 1 and Tier 2 contact center operations across voice and digital channels.
• Execute a multi-year strategy to scale service operations and future-proof contact center operations.
• Lead a geographically distributed leadership organization.
• Champion a human-centered service model pairing automation and analytics with human support.
• Establish performance frameworks for SLAs, quality, accuracy, resolution, and unit cost.
• Leverage contact center analytics and customer journey trends to mitigate operational risk.
• Collaborate with partners to design scalable, compliant processes.
• Drive workforce management and capacity planning.
• Influence enterprise technology roadmaps, policies, and cross-functional processes.
• Cultivate leadership talent through coaching, career pathing, and succession planning.

Required qualifications

• 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 operations.
• Experience leading contact center operations and building high-engagement, high-accountability cultures across remote or geographically distributed teams.
• Demonstrated success delivering superior contact center performance across service level, accessibility, quality, accuracy, resolution, productivity, and cost.
• Proven ability to translate data, customer insights, technology capabilities, and workforce needs into strategic operating plans and scalable improvements.
• Strong executive presence and ability to influence cross-functional leaders, external partners, and enterprise decisions without direct authority.

Nice to have

• 4+ years of healthcare, health insurance, or other regulated high-volume service-operations experience; Member and/or Provider Services experience strongly preferred.
• Bachelor's degree in business, healthcare administration, operations, or a related field; advanced degree preferred.
• Experience leading large-scale remote or hybrid contact centers and using workforce management, quality, knowledge, and customer-experience systems.
• Experience shaping a contact center technology strategy, including CRM, cloud contact center, automation, analytics, and AI-enabled service capabilities.
• Operational Excellence certification (Lean Six Sigma, COPC, or similar) and a continuous-improvement mindset.
• Advanced analytical and data-visualization capabilities, including proficiency with tools such as Tableau, Looker, or similar platforms.

Benefits

• Medical, dental, and vision benefits
• 11 paid holidays
• Paid sick time
• Paid parental leave
• 401(k) plan participation
• Life and disability insurance
• Paid wellness time and reimbursements
• Unlimited vacation program
• Company equity grants
• Annual performance bonuses

About the company

Oscar is a health insurance company built around a full stack technology platform and a focus on serving members. It was started in 2012 to create a health insurance company that behaves like a doctor in the family.