Associate Director, Managed Business Services

Oscar Health•New York, NY

9h•$149,040 - $195,615•Hybrid

About The Position

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.

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.

Nice To Haves

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.
PMP certification or equivalent project management experience.

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.