Strategic Support Specialist

Papa is a new kind of care built on human connection. Across the country consumers, 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, better health, and happier lives. 

Founded in 2017 due to Andrew's personal need with his grandfather, Papa. Based in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision, 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

The Strategic Support Specialist (SSS) is a highly specialized role designed to support Papa’s growth through new business initiatives, pilot programs, and manual referral workflows that fall outside of standard operational processes.This role serves as a dedicated, specialized team within MX Operations—mobilizing into ambiguous, fast-changing environments to execute manual processes, identify operational risks, and actively contribute to defining scalable solutions that inform future automation and standardization. The work is dynamic by design and will shift frequently based on business needs, client requirements, and program maturity.This role is best suited for individuals who excel in complex environments, demonstrate exceptional attention to detail, and can operate effectively without fully defined playbooks.

Role Characteristics 

• Adaptability: Involves frequent adjustments to priorities, workflows, and expectations.
• Evolving Environment: Processes may be manual, incomplete, or evolving.
• Performance Metrics: Success is measured by accuracy, adaptability, documentation quality, risk identification, and productivity. Output expectations are evaluated in context based on the complexity and scope of assigned work.
• Performance Standards: Sustained output significantly below peer benchmarks, without justification related to assignment complexity or scope, may be addressed through standard performance management processes.
• Fluid Focus: This role is not tied to a single program or queue and may shift focus regularly.
• Career Path: Designed for specialists who are comfortable operating outside of fixed workflows and may not follow a traditional, linear progression path within Operations.

Key Responsibilities:

Strategic & Pilot Support

• Execute manual workflows and program processes that are not yet automated or standardized.
• Support the launch of new business initiatives by operationalizing early-stage processes.
• Adapt to frequent changes in program scope, requirements, and workflows.
• Maintain detailed documentation of evolving processes, requirements, and learnings.
• Partner across multiple lines of business to support member needs, health plan requirements, and external business/provider relationships.

Operational Execution

• Perform periods of focused, detail-oriented manual data entry and workflow execution while maintaining accuracy and consistency.
• Track and reconcile referral data, eligibility criteria, and outreach requirements across multiple sources.
• Identify gaps, risks, or inefficiencies in workflows and escalate findings to leadership.
• Ensure all work meets compliance, documentation, and reporting standards.

Feedback & Process Development

• Provide structured feedback to Operations leadership that informs Product, BI, and Telecom teams on opportunities for automation, risk mitigation, and scalability.
• Partner with leadership to help define standard operating criteria before processes are formalized.
• Contribute to Standard Operating Procedure (SOP) development once workflows stabilize.

Minimum Requirements:

• Prior experience in a Papa operational role (ME II, QI, or equivalent strongly preferred).
• Exceptional attention to detail and the ability to manage complex manual workflows.
• Proven ability to adapt to ambiguous or changing environments.
• Strong written communication and documentation skills.
• Proficiency in navigating multiple digital systems and data sources simultaneously.
• Ability to operate independently and exercise sound judgment.
• Bilingual skills (Spanish or Haitian Creole) strongly preferred.
• Sales Background strongly preferred. 

Remote Work Requirements:

• Ability to maintain a reliable, high-speed, hardwired (Ethernet) internet connection.
• Access to a secure workspace during scheduled working hours that ensures data privacy and allows for focused, uninterrupted work.

Physical Demands

• Stationary Work: Prolonged periods of sitting or standing at a desk and working on a computer.
• Communication: Frequently communicates via computer, text-based platforms, video conferencing, and/or phone. Must be able to exchange accurate information in these digital environments.
• Sensory: Visual acuity required to read computer screens, analyze data spreadsheets, and review detailed documentation for extended periods.

Mental & Cognitive Demands

• Cognitive Complexity: Requires the ability to analyze complex data, identify patterns, and synthesize information across multiple separate software applications simultaneously.
• Adaptability & Resilience: Must be able to maintain focus and emotional regulation in an environment with changing priorities, incomplete playbooks, and evolving processes.
• Problem-Solving: Requires critical thinking and sound judgment to independently identify workflow gaps or compliance risks and formulate structured feedback for leadership.
• Pacing & Repetition: Must be able to perform highly repetitive, detail-oriented tasks (such as manual data entry or reconciliation) with a high degree of accuracy and consistency over extended periods.

Environmental Demands

• Remote Environment: Must be able to work independently in a remote, home-based setting while maintaining virtual connection and collaboration with cross-functional teams.
• Data Privacy: Requires a workspace that allows for confidentiality and data security in compliance with health plan and member privacy standards.

Location: 

Remote US

Benefits:

• Competitive salary and equity package
• Medical, dental and vision insurance coverage
• HSA/FSA
• 401(k) plan with a match up to 4%
• Flexible PTO
• Parental leave and caregiver leave

About Papa's culture:

Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person.

We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.

Equal Opportunity & Accommodation Statement: Papa is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. In accordance with the ADA and applicable state laws, Papa provides reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job, unless doing so would create an undue hardship. If you require an accommodation during the application or interview process, please let us know.