Team Lead, Vendor Customer Service

Team Lead, Vendor Customer Service 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 ourselvesone that behaves like a doctor in the family. About the role: You will be an expert on production team workflows and drives goals and KPIs for the team of support staff to meet business objectives while providing coaching and leadership. You will partner with stakeholders to identify and develop workflow improvements to enhance efficiencies for the team. You will report into the Manager, Member and Provider Services. Work location: This is a remote position, open to candidates who reside in: Dallas, Texas. You will be fully remote; however, our approach to work may adapt over time. Future models could potentially involve a hybrid presence at the hub office associated with your metro area. Pay transparency: The base pay for this role is: $55,890 - $73,355 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses. Responsibilities: Hire and manage a team of Oscar colleagues with direct responsibility for performance management, their growth and development, and associated HR administrative tasks Manage your team's outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans when issues arise Understand and be connected to the type of work your team does on a daily basis, being able to make volume-based decisions that best serve our customers. Serve as a central communicator by leading team huddles with Oscar colleagues, connecting colleagues to the mission, vision, and values of Oscar, and providing guidance and motivation to achieve daily operational objectives Be a culture carrier, driving engagement with your team by creating an inclusive and inviting culture that aligns with Oscar's core values Actively lead and participate in continuous improvement activities that drive or influence the improvement and development of a high performing production team Identifying and closing gaps on existing operational workflows Work collaboratively across production and other Oscar teams to implement best practice Compliance with all applicable laws and regulations Other duties as assigned Requirements: 2+ years experience in a fast-paced operations or customer service environment 2+ years of direct people management experience 2+ years of experience using data and metrics to drive improvements Experience in LEAN practices Strong verbal and written communication skills 1+ year working with BPO vendors Experience working with teams in multiple locations and multiple disciplines Bonus points: Bachelor's degree Prior healthcare and/or insurance experience Advanced Google Suite or Microsoft Office capabilities 2+ years experience solving complex inquiries 1+ years managing projects Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements. Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts. Oscar applicants are considered solely based on their qualifications, without regard to applicant's disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team () to make the need for an accommodation known. For information about our collection, use, and disclosure of applicants' personal information as well as applicants' rights over their personal information, please see our Privacy Policy.

Created: 2026-03-11