Senior Manager, Business Operations

About the Role:

This role sits within Business Operations, focused on strategy, execution and financial analytics. 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 and client operations to company-wide BizOps priorities — enabling every function to move with more speed and confidence. This role serves as a key operator across several high-impact workstreams, overseeing Client Operations Strategy, Deal Desk, Utilization Operations, and Pricing analysis while also managing a small team of direct reports.

Key Responsibilities:

• Operational Ownership: Manage day-to-day execution across relevant functional areas, ensuring seamless delivery across the full client lifecycle — from pilot scoping through implementation, renewal, and ongoing engagement.
• Deal Desk & Pricing: Own pricing and utilization management analytics, applying financial and analytical rigor to structure deals that balance client needs with Papa's commercial objectives.
• Implementation: Lead client implementation processes end-to-end, driving cross-functional accountability across CS, Ops, Product, and Engineering to deliver on milestones and SLAs.
• Issue Management: Own the cross-functional issue log, triaging and resolving complex, systemic client escalations and operational issues in partnership with Product, IT, Operations, Sales, and Data teams.
• Company Initiative Ownership: Serve as a workstream owner on key company-wide initiatives, driving execution from scoping through delivery with clear accountability and stakeholder alignment.
• People Management: Manage and develop 1-2 direct reports, providing clear direction, feedback, and growth opportunities.
• Process Optimization: Identify and close operational gaps across relevant functional areas, deploying effective processes and tooling to improve performance and scalability.

Required:

• Experience: 5-8 years of experience in business operations, revenue operations, management consulting, and/or other in-house strategy/operations roles.
• Financial Acumen: Demonstrated ability to work with financial models, pricing structures, or client-level P&L analysis; comfortable owning commercially sensitive requests that require analytical precision.
• Cross-Functional Execution: Proven ability to drive complex, multi-stakeholder workstreams to completion with minimal oversight, including close partnership with client-facing teams (Client Success, Account Management, or Implementation).
• People Management: Experience managing direct reports and developing talent.