Director, Managed Business Services

Oscar Health•Tempe, AZ

2d•Hybrid

About The Position

Oscar is seeking a Director, Managed Business Services to lead its global outsourcing strategy. This role is responsible for the end-to-end health of outsourced ecosystems, including contact centers, business processes, and configuration functions, working with multiple vendors across several countries. The position designs, implements, and governs external operations to ensure alignment with company quality, compliance, cost, and customer experience objectives. The role reports to the SVP, Insurance Operations and is based in the Tempe, Arizona office with a hybrid work schedule.

Requirements

Bachelor's Degree in Business, Operations or relevant field
10+ years in Insurance Operations
8+ years working with teams in multiple locations and within multiple disciplines
8+ years of coaching and developing leading cross-functional people and teams
6+ years of experience in LEAN, Six Sigma, or other improvement methodologies
6+ years of experience leading large-scale implementations or expansion implementations across multiple site locations or business units
5+ years of experience in procurement processes, including negotiating and contracting BPO services
5+ years managing 3rd-party BPO/ITO relationships for major functions in insurance operations.
Strong legal and commercial acumen with experience in multi-million dollar contract negotiations.
Ability to influence internal/external and onshore/offshore leadership

Nice To Haves

MBA or relevant advanced degree
10+ years of experience on Insurance Payer side
Advanced experience with Procurement or Contract Management functions
Advanced experience in healthcare
Experience managing international teams across different time zones (APAC, LATAM, EMEA).
Proven track record of scaling an outsourcing program from "scratch" to a global footprint.

Responsibilities

Lead the ongoing analysis and cross-functional framework to determine which business functions are optimized for outsourcing versus internal retention.
Design and execute an operating model that supports scalability, ongoing risk mitigation, and the execution of critical business initiatives across a matrixed organization.
Drive core business transformation by identifying emerging marketplace trends and shifting the outsourcing model from transactional tasks to transformational outcomes.
Align service provider visions with long-term corporate goals to ensure flexibility and growth as market demands change.
Drive the end to end selection process, in partnership with Procurement and operational leaders, including RFP leadership, vendor vetting, and onboarding of partners that align with company scale and culture.
Partner closely with Procurement to identify and execute optimal Master Service Agreements (MSAs) and Statements of Work (SOWs) while monitoring value delivery and ROI.
Negotiate matters of significance with senior management and external executives to ensure favorable commercial terms and operationally effective programs.
Ensure the establishment and monitoring of rigorous Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) focused on financial accuracy, productivity, and member experience.
Perform ongoing operational governance by preparing consolidated performance reports that provide actionable insights and root-cause identification for issues.
In partnership with finance, track ROI on outsourcing initiatives. Ensure meticulous billing analysis and the identification of opportunities for long-term cost savings.
Set and enforce rigorous standards for all offshore and nearshore sites to ensure total adherence to HIPAA, CMS regulations, SOC2, and data privacy requirements.
Partner with internal Audit, Security, and Compliance departments to lead the operational response to any vendor-side audits or data incidents.
Lead the transition and change management of new work streams, including the creation of documentation, training protocols, and workflow design.
Act as the primary bridge between internal departments and external partners to ensure seamless knowledge transfer and brand consistency.
Create an attractive value proposition for vendor staff to minimize turnover, preserve institutional knowledge, and ensure external teams are educated on company priorities.