Associate Director, Managed Business Services

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.