Manager, Workforce Management

Hi, we're Oscar. We're hiring a Manager, Workforce Management to join our Clinical Operations 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:

You will be responsible for key business results through oversight of production planning. You will play a critical role to optimize scheduling and ensure production teams have the correct resources to meet the needs of our customers.

You will report into the Director, Clinical Operations.

Work Location: This position is based in our NYC 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: $93,600 - $122,850 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities:

• Provide full leadership and supervisory responsibility for Oscar's workforce command center operations including engagement, performance management, and hiring
• Responsible for real-time monitoring of volume, staff performance, and systems with decision-making authority to re-balance resources to achieve daily KPI success
• Apply disciplinary expertise and operational rigor to provide recommendations regarding changes to improve performance and the customer experience. Understand and communicate how this impacts business targets.
• Serve as the resident expert on Oscar's workforce management tools and capabilities
• Oversee technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.
• Compliance with all applicable laws and regulations
• Other duties as assigned

Requirements:

• 4+ years of experience in forecasting, capacity planning, and real-time workforce management (100+ employee population) within healthcare space
• 2+ years of experience leading or supporting a team within healthcare
• 1+ year experience facilitating or presenting in company meetings
• 1+ year experience scoping and delivering projects
• Experience leading a virtual team

Bonus points:

• Proficient in phone system reporting and WFM systems (Nice, IEX, Cisco (or similar))
• Proficient in Google Workspace