Operations Manager

Papa

3d•Remote

About The Position

The Operations Manager plays a pivotal role in ensuring day-to-day business functions run efficiently, effectively, and in alignment with company goals. This role is responsible for leading teams, driving performance, and optimizing operational processes across departments. The ideal candidate is both a strategic thinker and a hands-on problem solver—someone who can lead through change, develop high-performing teams, and execute with precision in a fast-paced environment. As an Operations Manager, you will collaborate cross-functionally with leaders in Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify operational gaps, remove roadblocks, and implement scalable solutions. You’ll monitor KPIs, track team performance, and lead initiatives to improve service delivery, employee engagement, and operational efficiency. This role requires strong leadership skills, operational discipline, and the ability to connect the dots between frontline work and strategic business outcomes.

Requirements

Bachelor’s degree in Business, Operations Management, or a related field preferred; equivalent work experience accepted.
3–5 years of experience in operations, program management, or team leadership—ideally in a high-growth, service-oriented environment.
Experience managing teams and driving performance through metrics and structured accountability.
Prior exposure to cross-functional work with teams such as Quality, Training, Workforce, Product, or Trust & Safety is a plus.
Strong leadership and team development skills, with a proven ability to coach, mentor, and lead through change.
Highly analytical with experience interpreting data and applying it to business decisions and performance optimization.
Excellent communication skills (written and verbal) with the ability to collaborate effectively across all levels of the organization.
Exceptional problem-solving skills with the ability to navigate ambiguity and drive clarity.
Comfortable managing multiple priorities in a fast-paced, evolving environment.
Strong project management and organizational skills; able to plan, track, and deliver on complex initiatives.
Proficient in Google Workspace, Excel/Sheets, and operational systems (e.g., Zendesk, Genesys, Jira, or equivalent platforms).
Familiarity with reporting tools or dashboards such as looker.
Fluency in English (written and verbal) required.

Nice To Haves

Bilingual proficiency in Spanish preferred.

Responsibilities

Lead Operational Excellence: Oversee day-to-day operations to ensure efficiency, consistency, and alignment with business goals across teams and functions.
Drive Performance & Accountability: Set clear goals, monitor KPIs, and hold teams accountable for meeting service levels, productivity benchmarks, and quality standards.
Cross-Functional Collaboration: Partner with leaders across Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify gaps, solve operational challenges, and implement cross-team solutions.
Optimize Workflows & Processes: Analyze current processes and design improvements that drive scalability, cost-effectiveness, and stronger outcomes for both internal teams and customers.
Support Change Management: Lead through change by communicating clearly, aligning stakeholders, and ensuring smooth adoption of new tools, processes, or structures.
Use Data to Inform Strategy: Leverage operational data and trends to make informed decisions, identify areas of risk or opportunity, and support strategic planning.
Develop and Coach Talent: Provide direct leadership to supervisors and specialists, offering mentorship, feedback, and growth opportunities that build high-performing teams.
Ensure Operational Compliance & Safety: Work closely with Trust & Safety and other risk partners to ensure procedures are compliant and uphold member and Pal protections.
Escalate and Resolve Complex Issues: Act as a senior point of escalation for operational issues, member or Pal concerns, or cross-departmental blockers that require immediate action.
Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols.