About the Role:
This role sits within Business Operations, focused on strategy and enablement. The Business Operations team drives operational performance and business impact across Papa by owning the complex cross-functional work that sits between teams — from pilot execution, client operations to company-wide BizOps priorities — enabling every function to move with more speed and confidence. This role specifically serves as the connective tissue between our client and internal teams and oversees the following key functions: Pilot Strategy & Ops, Client Implementation, Client Operations Strategy, and Utilization operations.
Key Responsibilities:
- Operational Ownership: 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.
- Implementation: Lead client implementation processes end-to-end, driving cross-functional accountability across CS, Ops, Product, and Engineering to deliver on implementation milestones and SLAs.
- Strategic Escalation: 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.
- Pilot Strategy & Operations: Lead scoping, implementation & execution of custom pilot programs to test product- market fit and inform Papa’s GTM Product Strategy
- Cross-Functional Collaboration: Collaborate cross-functionally with Product, IT, Operations, Sales, and Data teams to, triage and resolve complex, systemic client escalations and operational issues
- Process Optimization: Maximize revenue and client satisfaction by deploying effective personnel, processes, and tooling across teams.
Required Qualifications:
- 7–10 years of experience in business operations, revenue operations, management consulting, and/or other in-house strategy/operations roles.
- Proven ability to work collaboratively across a diverse set of functions, backgrounds, and working styles.
- Experience managing or closely partnering with client-facing teams (Client Success, Account Management, or Implementation).
- Demonstrated ability to operate across both commercial and operational workstreams.
- Strong process design and project management skills applied to complex, multi-stakeholder implementations or operational workflows.
- A proactive approach to multitasking and diving into details, with a high tolerance for diagnosing and resolving broken, high-stakes processes.
- Excellent communication and analytical skills, with the ability to distill complex data and strategies into simple, actionable recommendations.
- Ability to synthesize complex problems, present them clearly, and debate recommendations with leadership.
- Independently capable of seeking information, solving conceptual problems, aligning resources, and delivering results.
Ideally, you also have:
- Healthcare background, specifically working directly with health plans.
- Experience working with enterprise sales teams.