Director, Business Operations

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.

To qualify for this role, you must possess the following qualifications or an equivalent combination of education and experience:

Required

• Experience: 7–10 years of experience in business operations, revenue operations, management consulting, and/or other in-house strategy/operations roles.
• Collaboration: Proven ability to work collaboratively across a diverse set of functions, backgrounds, and working styles; driven by the mission with an empathetic, non-hierarchical approach.
• Cross-Functional Partnership: Experience managing or closely partnering with client-facing teams (Client Success, Account Management, or Implementation) in addition to sales-facing functions.
• Versatility: Demonstrated ability to operate across both commercial and operational workstreams, with comfort owning execution end-to-end rather than specializing in one function.
• Project Management: Strong process design and project management skills applied to complex, multi-stakeholder implementations or operational workflows.
• Problem-Solving & Adaptability: A proactive approach to multitasking and diving into details, with a high tolerance for diagnosing and resolving broken, high-stakes processes.
• Communication & Analytics: Excellent communication and analytical skills, with the ability to distill complex data and strategies into simple, actionable recommendations.
• Leadership Presence: Ability to synthesize complex problems, present them clearly, and debate recommendations with leadership.
• Autonomy: Independently capable of seeking information, solving conceptual problems, aligning resources, and delivering results in challenging situations.

Ideally, you also have:

• Industry Experience: Healthcare background, specifically working directly with health plans.
• Commercial Experience: Experience working with enterprise sales teams.