Papa

Backend Engineer

• Build the technical foundation for virtual care delivery.
• Enable operational intelligence and automation.
• Lead critical technical decisions.
• Help establish engineering practices.
• Own system reliability and performance.

Staff Backend Software Engineer, Elixir

Operations

• 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.

Operations Manager

Customer Support

• Execute manual workflows and program processes that are not yet automated or standardized.
• Support the launch of new business initiatives by operationalizing early-stage processes.
• Adapt to frequent changes in program scope, requirements, and workflows.
• Maintain detailed documentation of evolving processes, requirements, and learnings.
• Partner across multiple lines of business to support member needs, health plan requirements, and external business/provider relationships.
• Perform periods of focused, detail-oriented manual data entry and workflow execution while maintaining accuracy and consistency.
• Track and reconcile referral data, eligibility criteria, and outreach requirements across multiple sources.
• Identify gaps, risks, or inefficiencies in workflows and escalate findings to leadership.
• Ensure all work meets compliance, documentation, and reporting standards.
• Provide structured feedback to Operations leadership that informs Product, BI, and Telecom teams on opportunities for automation, risk mitigation, and scalability.
• Partner with leadership to help define standard operating criteria before processes are formalized.
• Contribute to Standard Operating Procedure (SOP) development once workflows stabilize.

Strategic Support Specialist

Business Operations

• 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.
• Own pricing and utilization management analytics, applying financial and analytical rigor to structure deals that balance client needs with Papa's commercial objectives.
• Lead client implementation processes end-to-end, driving cross-functional accountability across CS, Ops, Product, and Engineering to deliver on milestones and SLAs.
• 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.
• Serve as a workstream owner on key company-wide initiatives, driving execution from scoping through delivery with clear accountability and stakeholder alignment.
• Manage and develop 1-2 direct reports, providing clear direction, feedback, and growth opportunities.
• Identify and close operational gaps across relevant functional areas, deploying effective processes and tooling to improve performance and scalability.

Senior Manager, Business Operations

Affiliate Manager

• Conduct virtual visits with older adults and review their medical history
• Identify health-related social needs (HRSNs) as part of the care planning process
• Create and update care plans that guide Community Care Advocates in providing community health support services to patients
• Participate in asynchronous chart reviews and escalations, as needed
• Collaborate with Papa Docs’ partners, including operational teams to inform workflows
• As one of our early physicians, your insights will contribute to shaping our workflows, refining our care model, and solving operational challenges in real-time. Your input will directly influence how we grow.

Physician Partner

• Manage day-to-day operations across relevant functional areas, ensuring seamless execution across the full client lifecycle—from pilot scoping through implementation, renewal, and ongoing engagement.
• Lead client implementation processes end-to-end, driving cross-functional accountability across CS, Ops, Product, and Engineering to deliver on implementation milestones and SLAs.
• Bring together perspectives across Sales, Ops, Product and Legal to present facts and data to Papa’s Executive leadership team and drive decisions required to serve our clients and prospects.
• Lead scoping, implementation & execution of custom pilot programs to test product-market fit and inform Papa’s GTM Product Strategy.
• Collaborate cross-functionally with Product, IT, Operations, Sales, and Data teams to, triage and resolve complex, systemic client escalations and operational issues.
• Maximize revenue and client satisfaction by deploying effective personnel, processes, and tooling across teams.

Staff Backend Software Engineer, Elixir

Operations Manager

Strategic Support Specialist

Senior Manager, Business Operations

Physician Partner

Director, Business Operations