Director, Business Operations

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.

About the Role: 

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..

Key Responsibilities:

• Operational Ownership: 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.
• Implementation: Lead client implementation processes end-to-end, driving cross-functional accountability across CS, Ops, Product, and Engineering to deliver on implementation milestones and SLAs.
• Strategic Escalation: 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.
• Pilot Strategy & Operations: Lead scoping, implementation & execution of custom pilot programs to test product- market fit and inform Papa’s GTM Product Strategy
• Cross-Functional Collaboration: Collaborate cross-functionally with Product, IT, Operations, Sales, and Data teams to, triage and resolve complex, systemic client escalations and operational issues
• Process Optimization: Maximize revenue and client satisfaction by deploying effective personnel, processes, and tooling across teams.

To qualify for this role, you must possess the following qualifications or an equivalent combination of education and experience:

Required

• Experience: 7–10 years of experience in business operations, revenue operations, management consulting, and/or other in-house strategy/operations roles.
• Collaboration: 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.
• Cross-Functional Partnership: Experience managing or closely partnering with client-facing teams (Client Success, Account Management, or Implementation) in addition to sales-facing functions.
• Versatility: Demonstrated ability to operate across both commercial and operational workstreams, with comfort owning execution end-to-end rather than specializing in one function.
• Project Management: Strong process design and project management skills applied to complex, multi-stakeholder implementations or operational workflows.
• Problem-Solving & Adaptability: A proactive approach to multitasking and diving into details, with a high tolerance for diagnosing and resolving broken, high-stakes processes.
• Communication & Analytics: Excellent communication and analytical skills, with the ability to distill complex data and strategies into simple, actionable recommendations.
• Leadership Presence: Ability to synthesize complex problems, present them clearly, and debate recommendations with leadership.
• Autonomy: Independently capable of seeking information, solving conceptual problems, aligning resources, and delivering results in challenging situations.

Ideally, you also have:

• Industry Experience: Healthcare background, specifically working directly with health plans.
• Commercial Experience: Experience working with enterprise sales teams.

Physical & Mental Requirements:

• Data Synthesis & Cognitive Function: Ability to analyze, interpret, and synthesize complex, ambiguous data sets to formulate strategic business recommendations under tight deadlines.
• Effective Information Exchange: Ability to accurately exchange, convey, and perceive detailed information, instructions, and strategic goals across various cross-functional teams and executive leadership.
• Stationary Productive Time: Ability to remain in a stationary position for extended periods while utilizing computer systems, operational dashboards, and collaboration tools to execute daily tasks.
• Multi-Project Cognitive Agility: Ability to maintain mental focus, cognitive flexibility, and emotional resilience while managing multiple competing priorities, high-stake deliverables, and team dynamics.
• Strategic Collaboration: Ability to actively collaborate and problem-solve in a variety of virtual and/or in-person environments, ensuring alignment among diverse stakeholders.
• Operational Drive: Ability to independently direct projects from conception to completion, maintaining the focus and persistence required to drive large-scale organizational change.

Mental & Cognitive Demands:

• Analytical Thinking: Must be able to analyze complex data sets, identify trends, and synthesize information into actionable strategies.
• Problem Solving: Requires the ability to diagnose, troubleshoot, and resolve high-stakes process bottlenecks and operational challenges independently.
• Communication: Must frequently communicate, negotiate, and exchange accurate information cross-functionally and with external leadership.
• Adaptability: Ability to maintain focus and prioritize tasks in a fast-paced environment with shifting priorities and multiple stakeholders.

Physical & Environmental Demands:

• Sedentary Work: This is a largely sedentary role that requires remaining in a stationary position for extended periods while performing computer-based tasks.
• Operation of Equipment: Constantly operates a computer, analytical software, and other digital collaboration tools.
• Location & Travel: This position is typically performed in a standard home or corporate office environment. Occasional travel for team alignment or client meetings may be required.

Location: 

Remote US

Benefits:

• Competitive salary and equity package
• Medical, dental and vision insurance coverage
• HSA/FSA
• 401(k) plan with a match up to 4%
• Flexible PTO
• Parental leave and caregiver leave
  
  

About Papa's culture:

Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person.

We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.

Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.

Equal Opportunity & Accommodation Statement: Papa is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. In compliance with the ADA, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require an accommodation at any point during the application or interview process, please let us know.