Senior Client Program Manager

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.
About The Role
This role sits within the Client Program Management team, which is a critical function that sits at the center of Papa, within the broader Business Operations organization. Client Program Management provides a consolidation and translation layer between our client-facing teams and our member and pal-facing teams. The vision for the function is to enable scalable revenue retention and expansion by ensuring that our operations run seamlessly to meet our clients’ goals. In this role, you will be laser-focused on ensuring what we sold to clients is delivered. You will do this by leveraging your operational, strategic, and communication skills to act as an objective partner to solve problems as they arise. You will monitor client operational performance and proactively identify areas for improvement across the business to enhance client experience.
Role Responsibilities

• Own the resolution of issues end-to-end, keeping key stakeholders informed along the way
• Develop repeatable processes to reduce the amount of work while maintaining service levels
• Run recurring meetings with internal operations and tech teams to facilitate close collaboration
• Document processes and create client-facing materials if needed
• Uncover and corral systemic issues, package them into themes, develop a plan to solve the issues, and work cross-functionally to solve/prioritize them
• Monitor and analyze client performance across dozens of metrics to be an early warning signal to uncover issues before they become larger problems
• Become a subject matter expert on client deals, Papa’s products and internal processes
• On occasion, join calls with clients to provide additional context and support for Client Success

Role Requirements

• Independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results in challenging situations
• A strong project manager who can deal with ambiguity and juggle between multiple priorities, leading and delivering high-quality work and adhering to tight deadlines
• 3-7 years of experience in management consulting, business operations, program management and/or other in-house strategy/operations roles
• Ability to synthesize and present complex problems and debate recommendations with leadership
• A team player who works collaboratively across a diverse set of functions, backgrounds, and working styles. This person should empathetic, non-hierarchical and be driven by the mission
• A willingness to roll-up their sleeves, multitask and dive into details, including a high tolerance for dealing with and fixing broken high-stakes processes
• Excellent communication and analytical/Excel skills with the ability to distill complex thoughts and strategies into simple, actionable recommendations

Preferred Qualifications

• Healthcare background, specifically in working directly health plans
• Experience working with enterprise sales teams

Location: Remote US (Preference for Miami or LA)
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.