Operations Manager

Responsibilities

• Oversee day-to-day operations to ensure efficiency and alignment with business goals
• Set clear goals, monitor KPIs, and hold teams accountable for service levels and quality standards
• Partner with cross-functional leaders in Quality, Training, Product, and Data to solve operational challenges
• Analyze processes to design improvements for scalability and cost-effectiveness
• Lead change management and ensure smooth adoption of new tools and structures
• Leverage operational data to inform strategy and identify risks or opportunities
• Provide direct leadership, mentorship, and coaching to supervisors and specialists
• Ensure operational compliance and safety in accordance with HIPAA and company protocols
• Act as a senior point of escalation for complex operational issues

Requirements

• 3–5 years of experience in operations, program management, or team leadership
• Experience managing teams and driving performance through metrics
• Bachelor’s degree in Business, Operations Management, or a related field preferred
• Proficiency in Google Workspace, Excel/Sheets, and operational systems like Zendesk, Genesys, or Jira
• Familiarity with reporting tools such as Looker
• Ability to work in a remote environment with a hardwired Ethernet connection
• Fluency in English (written and verbal)

Preferred Qualifications

• Experience in a high-growth, service-oriented environment
• Prior exposure to cross-functional work with Product or Trust & Safety teams
• Bilingual proficiency in Spanish

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 the Company

Papa is a care platform that provides vital social support by pairing older adults and families with trained companions to reduce loneliness and improve health outcomes.