Operations Supervisor

Papa is a new kind of care built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health.

Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com.

The Supervisor plays a key role in overseeing the daily operations and administrative functions within the Member Experience department. This position supports frontline service delivery while serving as the first point of contact for employee concerns.

Supervisors mentor frontline staff, provide essential tools and training, and ensure consistent communication across the team. They are responsible for leading core functions including teambuilding, training and development in a production environment, supporting the hiring process, and driving improvements based on performance insights and identified opportunities.

This role requires a broad understanding of Pal Success, Customer Success, and Member Engagement to provide stability and cross-functional support across the department. Additional responsibilities may include managing schedules, approving time off, assisting with payroll, and other operational duties as needed.

The ideal candidate is technologically proficient, committed to exceptional customer service, and values respectful, collaborative relationships within a dynamic and growing organization.

Key Responsibilities

• 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.

Location:

• Remote US

Salary & Benefits:

• At Papa, we believe in caring for each other. In addition to competitive salaries and challenging work assignments we offer 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 and employee events that promote work life balance and camaraderie.

Job Type: Full-time

• This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

• Papa will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.