Senior Manager, Business Operations

About Papa

Papa offers a care model centered on human connection. The company works with health plans and employers nationwide to pair older adults and families with trained, vetted Papa Pals who provide practical help and companionship, with the goal of reducing isolation and improving well-being.

Established in 2017 and based in Miami, Papa is supported by investors including Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six. The company’s mission is to create a world where no one has to navigate life alone.

About the Role

This position is part of the Business Operations function and centers on strategy, execution, and financial analysis. The team handles the complex cross-functional work that connects departments, including pilot execution, client operations, and broader business operations priorities, helping the organization move faster and with greater confidence. The role is a key operator across several major workstreams, with responsibility for Client Operations Strategy, Deal Desk, Utilization Operations, and pricing analysis, along with oversight of a small team.

What You’ll Do

• Take ownership of day-to-day operations across the assigned business areas, supporting smooth delivery throughout the client journey from pilot planning and implementation to renewal and ongoing engagement.
• Lead deal desk and pricing work by analyzing utilization and pricing data and shaping commercial structures that meet client needs while supporting the company’s business goals.
• Run client implementations from start to finish, coordinating across Client Success, Operations, Product, and Engineering to keep milestones and service-level targets on track.
• Manage the cross-functional issue tracker by identifying, triaging, and resolving complex client escalations and operational problems with partners in Product, IT, Operations, Sales, and Data.
• Own assigned company-wide initiatives and guide them from definition through delivery, ensuring accountability, alignment, and clear execution.
• Direct and support 1-2 team members, giving feedback, direction, and development support to help them perform at a high level.
• Spot process gaps and improve them through better workflows, tools, and operating practices that raise efficiency and scale the business.

Requirements

• 5-8 years of experience in business operations, revenue operations, management consulting, or comparable in-house strategy and operations work.
• Strong financial judgment, including experience with financial models, pricing frameworks, or client-level P&L analysis, and comfort handling commercially sensitive requests with precision.
• Proven ability to lead complex, multi-stakeholder projects to completion with limited supervision, especially in partnership with client-facing teams such as Client Success, Account Management, or Implementation.
• Direct people management experience, including developing employees and sustaining strong performance in a demanding environment.
• Solid project management and process design ability, applied to large implementations or operational workflows with multiple stakeholders.
• A proactive, detail-oriented problem solver who can juggle priorities and work through broken or high-pressure processes.
• Excellent communication and analytical skills, with the ability to turn complex data and strategy into practical recommendations.
• Independent working style with the ability to gather information, solve ambiguous problems, coordinate resources, and deliver results.
• Healthcare experience, especially direct exposure to health plans, is preferred.
• Experience working with enterprise sales teams is preferred.
• Familiarity with deal structuring, contract review, or pricing governance in a B2B setting is preferred.

Physical, Mental, and Environmental Requirements

This role requires the ability to interpret and synthesize complex, ambiguous data quickly and produce strategic recommendations under tight deadlines. You must be able to communicate detailed information clearly across teams and with senior leaders, remain focused during extended computer-based work, and manage multiple priorities with resilience and flexibility. The position involves substantial independent project ownership, frequent collaboration in virtual or in-person settings, and regular use of a computer, analytical tools, and collaboration software. It is generally performed in a home or office environment, and occasional travel for team alignment or client meetings may be needed.

Benefits

• Competitive pay plus equity
• Medical, dental, and vision coverage
• HSA/FSA options
• 401(k) with company match up to 4%
• Flexible paid time off
• Parental leave and caregiver leave

Culture and Equal Opportunity

Papa describes its culture as people-first and community-oriented. The company values authenticity, transparency, non-hierarchical collaboration, and kindness, and aims to create an environment where employees can belong and grow. Papa is an equal opportunity employer and supports parity at senior leadership levels. Reasonable accommodations may be provided for individuals with disabilities during the hiring process or to perform essential job functions.

Additional Information

Location: Remote within the United States.

This role includes occasional travel for team coordination or client meetings.

The job is largely sedentary and requires extended periods of computer-based work.