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Escalation Director Jobs (NOW HIRING)

Eze Castle Integration

Senior Network Escalation Engineer

Dallas, TX · On-site

$102K - $140K/yr

  • Medical

  • Life

  • Retirement

  • PTO

The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 ... Highly self-motivated and directed, in a fast-paced team environment. * Sharp attention to detail ...

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Escalation Director information

How to become an escalation director?

To become an escalation director, candidates typically need extensive experience in customer support, technical troubleshooting, or operations management, often spanning 5-10 years. Developing strong leadership, communication, and problem-solving skills, along with knowledge of relevant tools and industry standards, is essential. Earning certifications in project management or customer service can also enhance qualifications.

What is the difference between Escalation Director vs Customer Support Manager?

AspectEscalation DirectorCustomer Support Manager
CredentialsExperience in leadership, conflict resolution, and industry-specific knowledgeCustomer service experience, management skills, and industry familiarity
Work EnvironmentStrategic oversight, high-level problem resolution, cross-department coordinationTeam management, daily customer interactions, process improvement
Employer & Industry UsageTech, telecommunications, enterprise servicesRetail, SaaS, service industries

The Escalation Director focuses on high-level issue resolution and strategic management of escalated cases, often working across departments. In contrast, the Customer Support Manager handles daily customer interactions, team supervision, and process improvements. Both roles require strong communication skills, but the Escalation Director operates at a higher strategic level within the organization.

What is an escalation director?

Escalation Directors are senior professionals responsible for managing and resolving the most critical and complex customer issues within a company. They typically oversee escalation processes, coordinate cross-functional teams, and ensure timely and effective resolution of problems that standard support channels cannot handle. Escalation Directors also analyze escalation trends to improve processes and prevent future issues. Their role is crucial in maintaining customer satisfaction and protecting the company's reputation.

How does an escalation director typically collaborate with other departments to resolve high-priority issues?

An Escalation Director works closely with cross-functional teams such as customer support, engineering, product management, and executive leadership to address complex or urgent problems that impact clients or business operations. They coordinate communication, facilitate meetings to align on action plans, and ensure that all stakeholders are kept informed on progress and solutions. This role often involves balancing technical resolution with customer satisfaction, requiring strong interpersonal and negotiation skills. Effective collaboration is essential for meeting service level agreements and maintaining positive client relationships.

What are the key skills and qualifications needed to thrive as an escalation director, and why are they important?

To thrive as an Escalation Director, you need deep expertise in incident management, problem resolution, and a strong background in customer support or technical operations, often supported by a relevant degree and leadership experience. Familiarity with CRM platforms, ticketing systems, and escalation tracking tools such as Salesforce Service Cloud or Jira is typically required. Outstanding negotiation, conflict resolution, and communication skills enable effective stakeholder management and team leadership. These competencies are crucial for ensuring rapid, high-quality resolution of critical issues that can impact customer satisfaction and business continuity.
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Escalation Director jobs near you
Infographic showing various Escalation Director job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 85% Full Time, 12% Part Time, 1% Temporary, and 1% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution.

Senior Director, Escalated Provider Issue Resolution

Oscar Health

New York, NY • On-site

$218K - $286K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 19 days ago

Oscar Health rating

6.9

Company rating: 6.9 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

257th of 308 rated insurance

Job description

Hi, we're Oscar. We're hiring a Senior Director, Escalated Provider Issue Resolution to join our Network & Provider Management 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:
The Senior Director, Escalated Provider Issue Resolution team supports strategic provider accounts, high-complexity escalations, root-cause remediation, and provider service governance. This role will build and scale the operating model for escalated provider issue resolution, lead a multi-disciplinary team, and partner across Claims, Network, Utilization Management, Payment Integrity, Contact Center, Account Management, Technology, Analytics, and senior leadership to improve how Oscar identifies, routes, resolves, and prevents provider issues. This position will report to the SVP, Network and Provider Management.
You will report into the Vice President of Provider Integration & Experience.
Work Location: This position is based in our New York City 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: $218,592 - $286,902 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 and develop a multi-disciplinary provider issue resolution organization, including teams focused on strategic provider support, complex issue resolution, root-cause remediation, and provider service governance.
  • Build a scalable operating model for escalated provider issues, including intake standards, triage criteria, escalation pathways, ownership expectations, service metrics, and closure practices.
  • Oversee resolution of high-impact provider issues that require coordination across multiple operational teams.
  • Partner with leaders across Claims, Network, Utilization Management, Payment Integrity, Contact Center, Account Management, Technology, and Analytics to improve handoffs, reduce avoidable escalations, and address recurring root causes.
  • Oversee root-cause remediation by analyzing escalated issue trends, prioritizing fixes based on provider impact and enterprise ROI, and driving cross-functional follow-through on the highest-value operational improvements.
  • Establish closed-loop tracking to ensure identified root causes are addressed, operational fixes are adopted, and improvements reduce recurring provider friction across strategic accounts and the broader provider network.
  • Create executive-ready reporting on provider issue trends, operational health, risks, blockers, and decisions needed.
  • Serve as a senior escalation leader for urgent, complex, or high-profile provider issues.
  • Compliance with all applicable laws and regulations
  • Other duties as assigned

Requirements:
  • 12+ years of experience in healthcare operations, provider operations, payer operations, claims operations, network operations, provider relations, or a related field.
  • 7+ years of senior leadership experience, including experience leading managers or multi-team operational functions.
  • Experience leading complex issue resolution, escalation management, operational transformation, or service model design in a healthcare environment.
  • Strong understanding of payer operations, including claims, provider data, network operations, reimbursement, utilization management, payment integrity, and provider service workflows.
  • Proven ability to build operating models, governance routines, performance metrics, and accountability mechanisms across multiple teams.
  • Experience leading change management and adoption for new operating models across cross-functional teams.
  • Strong analytical, executive communication, and stakeholder management skills.
  • Comfort operating in ambiguity and building new functions, teams, and processes.
  • Ability to quickly understand and operate within new technical systems and workflows.

Bonus points:
  • Experience standing up or transforming provider service, escalation, claims resolution, issue management, or operational governance functions.
  • Experience supporting strategic provider relationships, large health systems, or high-profile provider escalations.
  • Experience with Jira, Salesforce, ServiceNow, Zendesk, or similar workflow management tools.
  • Experience building dashboards, SLA reporting, operational performance reporting, or issue-resolution analytics.
  • Advanced Excel, SQL, or data analysis experience.

This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here.
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.
Pay Transparency: 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.
Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts.
Reasonable Accommodation: 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 (accommodations@hioscar.com) to make the need for an accommodation known.
California Residents: 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.

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