Job Description

The Operations Manager plays a pivotal role in ensuring day-to-day business functions run efficiently, effectively, and in alignment with company goals. This role is responsible for leading teams, driving performance, and optimizing operational processes across departments. The ideal candidate is both a strategic thinker and a hands-on problem solver—someone who can lead through change, develop high-performing teams, and execute with precision in a fast-paced environment.

As an Operations Manager, you will collaborate cross-functionally with leaders in Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify operational gaps, remove roadblocks, and implement scalable solutions. You’ll monitor KPIs, track team performance, and lead initiatives to improve service delivery, employee engagement, and operational efficiency.

This role requires strong leadership skills, operational discipline, and the ability to connect the dots between frontline work and strategic business outcomes.

Key Responsibilities:

• Lead Operational Excellence: Oversee day-to-day operations to ensure efficiency, consistency, and alignment with business goals across teams and functions.
• Drive Performance & Accountability: Set clear goals, monitor KPIs, and hold teams accountable for meeting service levels, productivity benchmarks, and quality standards.
• Cross-Functional Collaboration: Partner with leaders across Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify gaps, solve operational challenges, and implement cross-team solutions.
• Optimize Workflows & Processes: Analyze current processes and design improvements that drive scalability, cost-effectiveness, and stronger outcomes for both internal teams and customers.
• Support Change Management: Lead through change by communicating clearly, aligning stakeholders, and ensuring smooth adoption of new tools, processes, or structures.
• Use Data to Inform Strategy: Leverage operational data and trends to make informed decisions, identify areas of risk or opportunity, and support strategic planning.
• Develop and Coach Talent: Provide direct leadership to supervisors and specialists, offering mentorship, feedback, and growth opportunities that build high-performing teams.
• Ensure Operational Compliance & Safety: Work closely with Trust & Safety and other risk partners to ensure procedures are compliant and uphold member and Pal protections.
• Escalate and Resolve Complex Issues: Act as a senior point of escalation for operational issues, member or Pal concerns, or cross-departmental blockers that require immediate action.
• Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols.

To qualify for this role you must have:

• Bachelor’s degree in Business, Operations Management, or a related field preferred; equivalent work experience accepted.
• 3–5 years of experience in operations, program management, or team leadership—ideally in a high-growth, service-oriented environment.
• Experience managing teams and driving performance through metrics and structured accountability.
• Prior exposure to cross-functional work with teams such as Quality, Training, Workforce, Product, or Trust & Safety is a plus.

Skills & Competencies:

• Strong leadership and team development skills, with a proven ability to coach, mentor, and lead through change.
• Highly analytical with experience interpreting data and applying it to business decisions and performance optimization.
• Excellent communication skills (written and verbal) with the ability to collaborate effectively across all levels of the organization.
• Exceptional problem-solving skills with the ability to navigate ambiguity and drive clarity.
• Comfortable managing multiple priorities in a fast-paced, evolving environment.
• Strong project management and organizational skills; able to plan, track, and deliver on complex initiatives.

Tools & Technical Knowledge:

• Proficient in Google Workspace, Excel/Sheets, and operational systems (e.g., Zendesk, Genesys, Jira, or equivalent platforms).
• Familiarity with reporting tools or dashboards such as looker.
  
  Work Environment Requirements:

• Availability during core operating hours, with flexibility as needed for high-priority issues or escalations.
• Reliable internet connection and professional remote work setup.

• Ability to adhere to work-from-home policy, including, but not limited to a hardwired (Ethernet) network connection and distraction-free environment during working hours and the expectation to leverage the tools and technology provided by Papa.

Language Requirements:

• Fluency in English (written and verbal) required.
• Bilingual proficiency in Spanish preferred.

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, Inc. and all its affiliates and subsidiaries, is an equal opportunity employer committed to prohibiting unlawful discrimination, harassment, and retaliation. Our employees and qualified applicants are protected from discrimination based on race, color, religion, national origin, age, sex, disability, military or veteran status, gender identity, sexual orientation, or any other basis protected by federal, state, or local law. These protections apply to all employment decisions, including recruitment, hiring, performance evaluations, promotions, training, and career development. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are committed to providing reasonable accommodations to employees and qualified applicants in accordance with applicable law. If you need additional assistance or an accommodation to participate fully in any part of the hiring process, please submit a request to hrsupport@papa.com