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:

• Create an environment that assures the productivity, performance, and well-being of each employee in the department
• Craft and manage project plans and agendas; collect, prioritize, and complete activities related to project plan.
• Embrace a feedback culture by setting clear expectations for direct reports through open communications, goal setting, and performance-based management.
• Lead a team of program managers; delegate responsibilities and assume accountability for team performance and progress.
• Develop and present executive summaries on department initiatives to leadership within and outside the Care Center.
• Demonstrate through behavior Papa’s mission, vision, values and service standards
• 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
• Ensure proper staffing, training & retention, consistent processes & procedures implementation, and achievement of operational objectives.
• 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
• Collaborate with Care Center and other key stakeholders, including technology leaders to future digitalize and optimize Care Center tools and workflows.
• 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.

Knowledge And Skill:

• Ability to design, structure, and oversee multiple initiatives and teams simultaneously; ability to effectively collaborate with cross-functional teams
• Flexible schedule, willing to work off­ hours and weekends.
• Proven ability to conduct research, analyze, and synthesize data from multiple sources
• Excellent intellectual and analytical skills with ability to strategically problem-solve
• Strong attention to detail
• Strong organizational, project management, resource, and cost management skills
• Strong ability to adjust to different audiences, impact directly and indirectly, and interact with all levels within the organization
• Comfort with ambiguity and creating structure
• Experience and proven track record with large scale initiatives and change management
• Adaptability and flexibility to change priorities and initiatives
• Effective at championing a compelling vision and leading by example, guiding teams through difficult situations
• Proven team builder with experience in developing organizational culture
• Proficiency in business systems, including Google Workspace, Microsoft Suite, CRM and Project Management

Education & Experience Requirement:

• Bachelor’s degree; Masters preferred
• Preferred: Project Management Professional (PMP) certification
• Preferred: Change Management (Prosci) certification
• Preferred: Lean/Six Sigma Certification
• 7+ years of manager/director level experience in Program/Project Management

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.
This position description reflects the general duties and responsibilities necessary to describe the principal functions of the job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. The responsibilities listed may be subject to change at any time and individuals may be asked to perform duties outside of their regular responsibilities to support the ongoing operations of Papa Inc.