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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.

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.
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.

Skills

structured process-improvement
quality-management
procurement processes
negotiating
contracting
Business Process Outsourcing (BPO)
Information Technology Outsourcing (ITO)
performance and financial governance
forecasting
billing controls
accurate reporting
contract analysis
incident management
CAPAs
root-cause analysis
advanced spreadsheets
presentation software
ticketing platforms
contract management systems
GRC
CLM
WFM
SQL analytics
data visualization tools
statistical analysis
quality management frameworks

Location

New York City

Work Type

Hybrid

Experience Level

Associate Director
7+ years
6+ years
5+ years

Education Level

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.

Salary/Compensations

$149,040 - $195,615 per year

Benefits

medical
dental
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
annual performance bonuses

About the Company

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.

Equal Opportunity

At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives.