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Papa

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Operations Manager

OperationsOperationsFull TimeRemoteSeniorTeam 501-1,000Since 2017H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

5 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expExperience acceptedEnglish

Job Description

Operations Manager

Papa

• Oversee day-to-day operations to ensure efficiency, consistency, and alignment with business goals across teams and functions. • Set clear goals, monitor KPIs, and hold teams accountable for meeting service levels, productivity benchmarks, and quality standards. • 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. • Analyze current processes and design improvements that drive scalability, cost-effectiveness, and stronger outcomes for both internal teams and customers. • Lead through change by communicating clearly, aligning stakeholders, and ensuring smooth adoption of new tools, processes, or structures. • Leverage operational data and trends to make informed decisions, identify areas of risk or opportunity, and support strategic planning. • Provide direct leadership to supervisors and specialists, offering mentorship, feedback, and growth opportunities that build high-performing teams. • Work closely with Trust & Safety and other risk partners to ensure procedures are compliant and uphold member and Pal protections. • 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.

Job Requirements

  • 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.

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

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