Director, Business Operations

Papa

13h•Remote

About The Position

Papa is a new kind of care built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health. Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com. This role sits within Business Operations, focused on strategy and enablement. The Business Operations team drives operational performance and business impact across Papa by owning the complex cross-functional work that sits between teams — from pilot execution, client operations to company-wide BizOps priorities — enabling every function to move with more speed and confidence. This role specifically serves as the connective tissue between our client and internal teams and oversees the following key functions: Pilot Strategy & Ops, Client Implementation, Client Operations Strategy, and Utilization operations.

Requirements

7–10 years of experience in business operations, revenue operations, management consulting, and/or other in-house strategy/operations roles.
Proven ability to work collaboratively across a diverse set of functions, backgrounds, and working styles; driven by the mission with an empathetic, non-hierarchical approach.
Experience managing or closely partnering with client-facing teams (Client Success, Account Management, or Implementation) in addition to sales-facing functions.
Demonstrated ability to operate across both commercial and operational workstreams, with comfort owning execution end-to-end rather than specializing in one function.
Strong process design and project management skills applied to complex, multi-stakeholder implementations or operational workflows.
A proactive approach to multitasking and diving into details, with a high tolerance for diagnosing and resolving broken, high-stakes processes.
Excellent communication and analytical skills, with the ability to distill complex data and strategies into simple, actionable recommendations.
Ability to synthesize complex problems, present them clearly, and debate recommendations with leadership.
Independently capable of seeking information, solving conceptual problems, aligning resources, and delivering results in challenging situations.

Nice To Haves

Healthcare background, specifically working directly with health plans.
Experience working with enterprise sales teams.

Responsibilities

Manage day-to-day operations across relevant functional areas, ensuring seamless execution across the full client lifecycle—from pilot scoping through implementation, renewal, and ongoing engagement.
Lead client implementation processes end-to-end, driving cross-functional accountability across CS, Ops, Product, and Engineering to deliver on implementation milestones and SLAs.
Bring together perspectives across Sales, Ops, Product and Legal to present facts and data to Papa’s Executive leadership team and drive decisions required to serve our clients and prospects.
Lead scoping, implementation & execution of custom pilot programs to test product- market fit and inform Papa’s GTM Product Strategy
Collaborate cross-functionally with Product, IT, Operations, Sales, and Data teams to, triage and resolve complex, systemic client escalations and operational issues
Maximize revenue and client satisfaction by deploying effective personnel, processes, and tooling across teams.