Director, Managed Business Services

Hi, we're Oscar. We're hiring a 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: You will be the primary architect of our global outsourcing strategy and be responsible for the end-to-end health of our outsourced ecosystems. This service covers multiple contact center, business process and configuration functions and works with multiple vendors across several countries. This strategic leadership role designs, implements, and governs external operations to ensure they align with company quality and compliance standards, cost objectives, and customer experience goals. You will report into the SVP, Insurance Operations Work Location: This position is based in our Tempe, Arizona 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: $147,549 - $193,658 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program, company equity grants, and annual performance bonuses. 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