Senior Manager, Business Operations
About the role
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.
Key Responsibilities
Operational Ownership: Manage day-to-day execution across relevant functional areas, ensuring seamless delivery across the full client lifecycle — from pilot scoping through implementation, renewal, and ongoing engagement.
Deal Desk & Pricing: Own pricing and utilization management analytics, applying financial and analytical rigor to structure deals that balance client needs with Papa's commercial objectives.
Implementation: Lead client implementation processes end-to-end, driving cross-functional accountability across CS, Ops, Product, and Engineering to deliver on milestones and SLAs.
Issue Management: Own the cross-functional issue log, triaging and resolving complex, systemic client escalations and operational issues in partnership with Product, IT, Operations, Sales, and Data teams.
Company Initiative Ownership: Serve as a workstream owner on key company-wide initiatives, driving execution from scoping through delivery with clear accountability and stakeholder alignment.
People Management: Manage and develop 1-2 direct reports, providing clear direction, feedback, and growth opportunities.
Process Optimization: Identify and close operational gaps across relevant functional areas, deploying effective processes and tooling to improve performance and scalability.
Qualifications
Experience: 5-8 years of experience in business operations, revenue operations, management consulting, and/or other in-house strategy/operations roles.
Financial Acumen: Demonstrated ability to work with financial models, pricing structures, or client-level P&L analysis; comfortable owning commercially sensitive requests that require analytical precision.
Cross-Functional Execution: Proven ability to drive complex, multi-stakeholder workstreams to completion with minimal oversight, including close partnership with client-facing teams (Client Success, Account Management, or Implementation).
People Management: Experience managing direct reports, with a track record of developing team members and maintaining high performance in a fast-paced environment.
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.
Autonomy: Independently capable of seeking information, solving conceptual problems, aligning resources, and delivering results in challenging situations.
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.
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.
About Papa
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.