Sr. Director, Program Management

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.   Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.

Papa and our Papa Pals represent a new category of care, to quite literally meet our members where they are. Social determinants of health, including the public health crisis that is loneliness, have huge impacts on people’s health, and on their lives. The Papa team and our tens of thousands of Papa Pals are here to provide companionship, support, and care to millions of families.

Backed by amazing partners, Papa has raised $240M in funding. Our investors include SoftBank Vision Fund 2, TCG, Tiger Global Management, Canaan, Comcast Ventures, Pivotal Ventures (Melinda Gates’ fund), Initialized Capital, Sound Ventures (Ashton Kutcher’s fund), YCombinator, Operator Partners, and Magnify Ventures.

Papa, Inc. is an equal opportunity employer. We proudly support the ParityPledge® for gender and/or racial parity at the highest levels of business.

General Summary:

The Senior Director of Program Management is responsible for developing methods and leading the execution of multiple initiatives within the Care Center. This role will do more than manage tasks; they will be expected to apply critical thinking to evaluate new service line requests, optimize existing services and capabilities, and lead the implementation or expansion of new and existing functions. The Sr. Director will be accountable for providing oversight, managing timelines, escalations, and developing a deep understanding of the Care Center and other functional areas to navigate a variety of initiatives and stakeholders.

This position is responsible for building trusting relationships and partnering with leaders within and outside of the Care Center. This individual must have the mental agility to be both a strategic thinker and a tactical leader, capable of understanding and communicating the intersection of each initiative in the context of Papa and the Care Center’s broader vision of supporting care and an optimal member experience.

This role requires excellent critical thinking, communication, organization, and presentation skills to successfully lead a team and engage with other leaders and executives.

Principal Duties and Job Responsibilities: 

• Demonstrate through behavior Papa’s mission, vision, values and service standards 
• Create an environment that assures the productivity, performance, and well-being of each employee in the department
• Collaborate with Care Center and other key stakeholders, including technology leaders to future digitalize and optimize Care Center tools and workflows.
• Evaluate new line of business requests for alignment with the Care Center’s vision and capabilities; develop and present the associated business plan, including the resource and budgetary requirements; manage the implementation of approved requests
• In partnership with Care Center leadership, set direction and manage the expansion or enhancement of Care Center services as well as capabilities related to quality, training, analytics, and technology
• Develop and present comprehensive plans to support strategic initiatives; ensure project goals and objectives are achieved within the project scope and time frame established in partnership with leadership
• Craft and manage project plans and agendas; collect, prioritize, and complete activities related to project plan. 
• Identify and respond to issues and risk; own and provide expedient follow through to action or resolution and communicate appropriately 
• Develop department communications; prepare presentation decks and maintain department documentations. 
• Develop and present executive summaries on department initiatives to leadership within and outside the Care Center. 
• Lead a team of program managers; delegate responsibilities and assume accountability for team performance and progress. 
• Ensure proper staffing, training & retention, consistent processes & procedures implementation, and achievement of operational objectives.
• Embrace a feedback culture by setting clear expectations for direct repo