Senior Manager, Business Operations

About this role

Papa is a new kind of care built on human connection. Across the country consumers, 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, better health, and happier lives.

Founded in 2017 due to Andrew's personal need with his grandfather, Papa. Based in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision, 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:

This role sits within Business Operations, focused on strategy, execution and financial analytics. The Business Operations team drives operational performance and business impact across Papa by owning the complex cross-functional work that sits between teams — from pilot execution and client operations to company-wide BizOps priorities — enabling every function to move with more speed and confidence. This role serves as a key operator across several high-impact workstreams, overseeing Client Operations Strategy, Deal Desk, Utilization Operations, and Pricing analysis while also managing a small team of direct reports.

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.

To qualify for this role, you must possess the following qualifications or an equivalent combination of education and experience:

Required

• 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.

Ideally, you also have:

• Industry Experience: Healthcare background, specifically working directly with health plans.

• Commercial Experience: Experience working with enterprise sales teams.

• Deal Experience: Familiarity with deal structuring, contract review, or pricing governance in a B2B environment.

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.

Mental & Cognitive Demands:

• Analytical Thinking: Must be able to analyze complex data sets, identify trends, and synthesize information into actionable strategies.

• Problem Solving: Requires the ability to diagnose, t

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