Back to jobs
New

Strategic Support Specialist - BL

Remote

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

The Strategic Support Specialist (SSS) is a highly specialized role designed to support Papa’s growth through new business initiatives, pilot programs, and manual referral workflows that fall outside of standard operational processes.This role serves as a dedicated, specialized team within MX Operations—mobilizing into ambiguous, fast-changing environments to execute manual processes, identify operational risks, and actively contribute to defining scalable solutions that inform future automation and standardization. The work is dynamic by design and will shift frequently based on business needs, client requirements, and program maturity.This role is best suited for individuals who excel in complex environments, demonstrate exceptional attention to detail, and can operate effectively without fully defined playbooks.

Role Characteristics 

  • Adaptability: Involves frequent adjustments to priorities, workflows, and expectations.
  • Evolving Environment: Processes may be manual, incomplete, or evolving.
  • Performance Metrics: Success is measured by accuracy, adaptability, documentation quality, risk identification, and productivity. Output expectations are evaluated in context based on the complexity and scope of assigned work.
  • Performance Standards: Sustained output significantly below peer benchmarks, without justification related to assignment complexity or scope, may be addressed through standard performance management processes.
  • Fluid Focus: This role is not tied to a single program or queue and may shift focus regularly.
  • Career Path: Designed for specialists who are comfortable operating outside of fixed workflows and may not follow a traditional, linear progression path within Operations.

Key Responsibilities:

Strategic & Pilot Support

  • Execute manual workflows and program processes that are not yet automated or standardized.
  • Support the launch of new business initiatives by operationalizing early-stage processes.
  • Adapt to frequent changes in program scope, requirements, and workflows.
  • Maintain detailed documentation of evolving processes, requirements, and learnings.
  • Partner across multiple lines of business to support member needs, health plan requirements, and external business/provider relationships.

Operational Execution

  • Perform periods of focused, detail-oriented manual data entry and workflow execution while maintaining accuracy and consistency.
  • Track and reconcile referral data, eligibility criteria, and outreach requirements across multiple sources.
  • Identify gaps, risks, or inefficiencies in workflows and escalate findings to leadership.
  • Ensure all work meets compliance, documentation, and reporting standards.

Feedback & Process Development

  • Provide structured feedback to Operations leadership that informs Product, BI, and Telecom teams on opportunities for automation, risk mitigation, and scalability.
  • Partner with leadership to help define standard operating criteria before processes are formalized.
  • Contribute to Standard Operating Procedure (SOP) development once workflows stabilize.

Minimum Requirements:

  • Prior experience in a Papa operational role (ME II, QI, or equivalent strongly preferred).
  • Exceptional attention to detail and the ability to manage complex manual workflows.
  • Proven ability to adapt to ambiguous or changing environments.
  • Strong written communication and documentation skills.
  • Proficiency in navigating multiple digital systems and data sources simultaneously.
  • Ability to operate independently and exercise sound judgment.
  • Bilingual skills (Spanish or Haitian Creole) strongly preferred.
  • Sales Background strongly preferred. 

Remote Work Requirements:

  • Ability to maintain a reliable, high-speed, hardwired (Ethernet) internet connection.
  • Access to a secure workspace during scheduled working hours that ensures data privacy and allows for focused, uninterrupted work.

Physical Demands

  • Stationary Work: Prolonged periods of sitting or standing at a desk and working on a computer.
  • Communication: Frequently communicates via computer, text-based platforms, video conferencing, and/or phone. Must be able to exchange accurate information in these digital environments.
  • Sensory: Visual acuity required to read computer screens, analyze data spreadsheets, and review detailed documentation for extended periods.

Mental & Cognitive Demands

  • Cognitive Complexity: Requires the ability to analyze complex data, identify patterns, and synthesize information across multiple separate software applications simultaneously.
  • Adaptability & Resilience: Must be able to maintain focus and emotional regulation in an environment with changing priorities, incomplete playbooks, and evolving processes.
  • Problem-Solving: Requires critical thinking and sound judgment to independently identify workflow gaps or compliance risks and formulate structured feedback for leadership.
  • Pacing & Repetition: Must be able to perform highly repetitive, detail-oriented tasks (such as manual data entry or reconciliation) with a high degree of accuracy and consistency over extended periods.

Environmental Demands

  • Remote Environment: Must be able to work independently in a remote, home-based setting while maintaining virtual connection and collaboration with cross-functional teams.
  • Data Privacy: Requires a workspace that allows for confidentiality and data security in compliance with health plan and member privacy standards.

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.

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 accordance with the ADA and applicable state laws, Papa provides reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job, unless doing so would create an undue hardship. If you require an accommodation during the application or interview process, please let us know.

Create a Job Alert

Interested in building your career at Papa? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter*

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Papa’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.