Operations Manager

About Papa

Papa is a care platform centered on human connection. The company works with health plans and employers to connect older adults and families with trained, vetted companions called Papa Pals, who offer practical help and friendly companionship that can reduce loneliness and support better health outcomes. Founded in 2017 and based in Miami, Papa is supported by investors including Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six.

Papa’s mission is to create a world where no one has to navigate life alone.

Role Overview

The Operations Manager is responsible for keeping daily business activity running smoothly, efficiently, and in line with organizational priorities. This role combines strategic thinking with hands-on execution to improve processes, guide teams, and support business performance in a fast-moving environment.

You will work closely with leaders in Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to spot operational issues, remove barriers, and roll out solutions that can scale. The position requires strong leadership, disciplined execution, and the ability to link front-line operations with broader business outcomes.

What You Will Do

• Oversee daily operations so that work across teams stays efficient, consistent, and aligned with company objectives.
• Set clear performance expectations, review KPIs, and ensure teams are meeting service, productivity, and quality targets.
• Partner with cross-functional leaders to identify gaps, solve operational problems, and implement improvements across departments.
• Review existing workflows and redesign them to improve scalability, reduce cost, and strengthen results for both internal teams and customers.
• Guide teams through organizational change by communicating clearly, aligning stakeholders, and supporting adoption of new systems or processes.
• Use operational metrics and trends to make informed decisions, identify risks and opportunities, and contribute to strategic planning.
• Coach and support supervisors and specialists through feedback, mentoring, and development plans that build strong team performance.
• Work with Trust & Safety and related risk partners to ensure processes remain compliant and protect both members and Papa Pals.
• Serve as a senior escalation contact for complex operational issues, member or Pal concerns, and blockers that need fast resolution.
• Handle sensitive member data, including private financial information, carefully and in line with HIPAA and company procedures.

Requirements

• A bachelor’s degree in Business, Operations Management, or a similar field is preferred; comparable experience may be considered instead.
• 3 to 5 years of experience in operations, program management, or team leadership, ideally in a high-growth, service-driven setting.
• Demonstrated experience managing teams and improving performance through metrics and structured accountability.
• Prior collaboration with teams such as Quality, Training, Workforce, Product, or Trust & Safety is an advantage.
• Strong leadership and people-development abilities, including coaching, mentoring, and guiding teams through change.
• Solid analytical skills with the ability to interpret data and apply insights to performance improvement and business decisions.
• Excellent written and verbal communication skills, with the confidence to work across all levels of the organization.
• Strong problem-solving ability and comfort working through ambiguity while creating clarity.
• Capacity to manage multiple priorities effectively in a fast-paced and changing environment.
• Well-developed project management and organizational skills, including the ability to plan, track, and deliver complex initiatives.
• Proficiency with Google Workspace, Excel/Sheets, and operational systems such as Zendesk, Genesys, Jira, or similar tools.
• Familiarity with reporting tools or dashboards, including Looker or comparable platforms.
• Availability during core business hours, with flexibility to respond to urgent issues or escalations when needed.
• A reliable internet connection and a professional remote workspace.
• Ability to follow the work-from-home policy, including use of a hardwired Ethernet connection, a distraction-free environment, and company-provided tools and technology.
• Fluency in written and spoken English is required.
• Spanish fluency is preferred.

Benefits

• Competitive compensation plus equity
• Medical, dental, and vision coverage
• HSA/FSA options
• 401(k) plan with matching up to 4%
• Flexible paid time off
• Parental leave and caregiver leave

Culture and Equal Opportunity

Papa describes its culture as people-first, community-oriented, transparent, and non-hierarchical. The company aims to create an environment where employees feel they belong, can grow their careers, and find purpose and joy in their work.

Papa, Inc. and its affiliates are committed to equal employment opportunity and prohibit unlawful discrimination, harassment, and retaliation. Employment decisions are made without regard to race, color, religion, national origin, age, sex, disability, military or veteran status, gender identity, sexual orientation, or any other legally protected status. Reasonable accommodations are available for applicants and employees in accordance with applicable law. Requests for assistance or accommodation during the hiring process can be sent to hrsupport@papa.com.