Operations Manager

Papa

Operations Manager responsible for driving performance and optimizing operations at Papa. Leading teams and collaborating across departments for improved service delivery and efficiency.

Posted 7/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

KPI MonitoringProcess ImprovementData AnalysisStrategic PlanningRisk Management

Soft Skills

Clear CommunicationMentorshipStakeholder AlignmentProblem Solving