Team Lead, Knowledge Management Operations

Hi, we're Oscar. We're hiring a Team Lead, Knowledge Management Operations to join our Knowledge Management team.

Oscar is the first health insurance company built around a full stack technology platform and a 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 manage the success of Knowledge Management teams by driving performance, effectiveness, and operational improvements to daily workflows and strategies.

You will report to the Manager, Knowledge Management.

Work Location:

Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.

If you live within commutable distance to our New York City office (in Hudson Square), our Tempe office (off the 101 at University Dr), or our Los Angeles office (in Marina Del Rey), you will be expected to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $60,000 - $78,750 per year. The base pay for this role in all other locations is: $54,000 - $70,875 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 colleagues with direct responsibility for performance management, their growth and development, and associated HR administrative tasks.
• Manage team’s outcomes, monitor dashboards, track operational KPIs, conduct root-cause analysis and construct action plans as issues arise.
• Understand and be connected to the type of work the team does on a daily basis, being able to make quality 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 the team to create 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 knowledge management team and system
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 3+ years experience working with a knowledge management system
• 2+ years experience developing policies or procedures
• 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

Bonus Points

• Bachelor's degree
• Lean Six Sigma or Process Improvement certification
• Prior healthcare and/or insurance experience
• Advanced Google Suite or Microsoft Office capabilities
• 2+ years experience solving complex inquiries
• 1+ years experience managing projects
• Experience working with teams in multiple locations and multiple disciplines
• Strong verbal and written communication skills