About the role

Role Overview

The Operations Manager ensures Papa’s day-to-day operations run efficiently and align with company goals. The role leads teams, drives performance, and optimizes operational processes across multiple departments in a fast-paced, high-growth environment.

Responsibilities

Operational Excellence: Oversee day-to-day operations for efficiency, consistency, and alignment with business goals.
Performance & Accountability: Set clear goals, monitor KPIs, and hold teams accountable for service levels, productivity, and quality standards.
Cross-Functional Collaboration: Partner with Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify gaps and remove blockers.
Workflow & Process Optimization: Analyze current processes and design improvements for scalability, cost-effectiveness, and better outcomes.
Change Management: Lead adoption of new tools, processes, and structures through clear communication and stakeholder alignment.
Data-Driven Decision Making: Use operational data and trends to identify risks/opportunities and support strategic planning.
Talent Development: Directly lead supervisors and specialists with mentorship, feedback, and coaching.
Compliance & Safety: Work with Trust & Safety and risk partners to ensure procedures protect members and Papa Pals.
Escalation & Complex Issue Resolution: Serve as a senior escalation point for operational issues and cross-departmental blockers.
Confidentiality: Handle sensitive member information (including confidential financial data) in accordance with HIPAA and company protocols.

Requirements

3–5 years of experience in operations, program management, or team leadership in a high-growth, service-oriented environment.
Experience managing teams and improving performance using metrics and structured accountability.
Bachelor’s degree in Business/Operations Management (or related) is preferred; equivalent experience accepted.

Nice to Have

Prior cross-functional experience with teams such as Quality, Training, Workforce, Product, or Trust & Safety.

About Papa

Papa is a care and social support platform that connects older adults and families with trained and vetted companions (“Papa Pals”) to reduce loneliness and improve well-being. The company operates in the health plan and employer space, providing human-centered support services backed by major venture and institutional investors.