Papa

Operations Supervisor

Papa

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

About the role

  • Lead daily operations and manage administrative tasks for assigned teams.
  • Act as a liaison between frontline teams and cross-functional departments.
  • Provide hands-on support during peak times and resolve complex customer issues.
  • Monitor, track, and report on key performance indicators (KPIs) and service metrics.
  • Balance operational excellence, productivity targets, and team engagement.
  • Model and promote exceptional customer service standards.
  • Coach and support team members to achieve performance, accuracy, and service goals.
  • Conduct performance audits and deliver actionable feedback to drive improvement.
  • Facilitate effective team communication and ensure accurate documentation.
  • Support team development through training, coaching, and recognition.
  • Ensure compliance with all company policies, procedures, and service standards.
  • Develop team members through training, coaching, and recognition
  • Ensure compliance with company policies and procedures
  • Identify and implement opportunities for operational or service improvements.
  • Partner with HR on hiring, development, and performance management.
  • Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols.
  • Foster a positive, collaborative, and retention-focused team culture.

Requirements

  • An Associate’s Degree, or two years of leadership experience (preferably in a contact center environment), or a minimum of 1 year of experience in a lead role within the department you are applying.
  • Must be fluent in English and Spanish
  • Thrives in high-volume, fast-paced work settings while delivering consistent results.
  • Strong independent decision-making skills.
  • Provides quality service while meeting the needs of the customer.
  • Utilize resources quickly and efficiently.
  • Collaborates well with peers and cross-functional teams.
  • Demonstrates clear, concise, and engaging communication skills.
  • Committed to supporting a diverse, inclusive, and collaborative work environment.
  • 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.
Benefits
  • medical, dental and vision insurances
  • mental health and emotional wellbeing support tools
  • equity packages
  • 401k Plan with match of up to 4%
  • generous gender neutral parental leaves and PTO
  • lunch stipends
  • employee events that promote work life balance and camaraderie
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
leadership experienceperformance auditscustomer service standardsKPI monitoringservice metricsoperational improvementstrainingcoachingdecision-makingcompliance
Soft Skills
communication skillscollaborationteam engagementproblem-solvingcustomer focusadaptabilitydiscretioninclusivitypositivityretention-focused
Certifications
Associate’s Degree