Manager II, Marketing Platforms & Operations
TE Connectivity
AEMSQLTableau
MX Operations Advisor I
Papa
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $21 per hour
Job Level
Junior
About the role
- Act as the primary point of contact for frontline questions and first-line escalations during hours of operation, offering guidance through designated Slack channels.
- Ensure frontline teams are aligned with daily workflows, standard operating procedures, and SLAs.
- Review key data and performance metrics to identify trends, surface insights, and support operational decision-making.
- Partner with leadership to identify operational gaps, propose solutions, and assist in implementing workflow enhancements.
- Serve as a communication bridge—escalating concerns, providing feedback, and ensuring alignment across all levels of the team.
- Promote a positive, collaborative, and accountable team environment through active support and recognition efforts.
- Support Quality Assurance, Training, Reporting, Process Management, and Workforce teams by sharing insights and helping translate team needs into actionable support.
- Track and follow up on performance redirection actions, ensuring accountability and closure in collaboration with leadership.
- Support the facilitation of daily or weekly team huddles when needed, reinforcing key updates, goals, and team alignment.
- Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols.
Requirements
- Minimum of 1 year of experience in customer experience, operations, or support—ideally within a contact center or other fast-paced service environment.
- Experience collaborating with cross-functional teams or supporting frontline staff strongly preferred.
- Strong written and verbal communication skills.
- Excellent organizational and time management abilities; capable of handling multiple tasks with shifting priorities.
- Ability to interpret performance data and apply insights to real-time decision-making.
- Comfortable navigating and troubleshooting digital tools and systems (e.g., Slack, Google Workspace, Zendesk, Genesys, Jira).
- High attention to detail with a commitment to process consistency and quality.
- A calm, solutions-oriented mindset when handling escalations or high-pressure situations.
- Demonstrated ability to work independently and take initiative while remaining a collaborative team player.
- 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.
- Fluency in English (written and verbal) required.
- Bilingual proficiency in Spanish is preferred.
Benefits
- medical, dental and vision insurances
- mental health and emotional wellbeing support tools
- 401k Plan with match of up to 4%
- generous gender neutral parental leaves
- PTO
- lunch stipends
- employee events that promote work life balance and camaraderie
- competitive salaries and challenging work assignments
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experienceoperationssupportperformance data interpretationprocess managementquality assurancetrainingreportingworkforce management
Soft skills
written communicationverbal communicationorganizational skillstime managementattention to detailsolutions-oriented mindsetcollaborative team playerinitiativeability to handle escalations
