MX Operations Advisor I

About the Role: 

Advisors play a critical role in driving day-to-day success by supporting frontline teams and partnering closely with leadership to ensure efficient, high-quality operations. The ideal candidate is passionate about helping others, thrives in a fast-paced environment, and excels at switching between tasks while managing multiple priorities.

This role requires strong communication, organizational, and analytical skills to ensure seamless day-to-day operations and a positive team culture. Advisors serve as liaisons between leadership and frontline specialists, analyzing performance data and trends, managing workflows, and providing critical insights that drive continuous improvement.

They operate as the primary source for first-line escalations and provide real-time support to frontline teams via designated Slack channels during hours of operation. They also support adherence to SLAs and operational workflows, champion process improvements, and contribute to a culture of accountability and engagement.

Advisors act as ambassadors of team support functions—including Quality Assurance, Training, Reporting, Process Management, and Workforce Operations—ensuring the frontline team has the tools, guidance, and support needed to succeed.

Essential Job Functions: 

• Provide Real-Time Support: Act as the primary point of contact for frontline questions and first-line escalations during hours of operation, offering guidance through designated Slack channels.
• Monitor and Maintain Workflow Adherence: Ensure frontline teams are aligned with daily workflows, standard operating procedures, and SLAs.
• Analyze and Report on Performance Trends: Review key data and performance metrics to identify trends, surface insights, and support operational decision-making.
• Support Process Improvement Initiatives: Partner with leadership to identify operational gaps, propose solutions, and assist in implementing workflow enhancements.
• Liaise Between Leadership and Frontline Teams: Serve as a communication bridge—escalating concerns, providing feedback, and ensuring alignment across all levels of the team.
• Champion Team Culture and Engagement: Promote a positive, collaborative, and accountable team environment through active support and recognition efforts.
• Contribute to Cross-Functional Collaboration: Support Quality Assurance, Training, Reporting, Process Management, and Workforce teams by sharing insights and helping translate team needs into actionable support.
• Follow Up on Redirection Processes: Track and follow up on performance redirection actions, ensuring accountability and closure in collaboration with leadership.
• Assist with Team Huddles: Support the facilitation of daily or weekly team huddles when needed, reinforcing key updates, goals, and team alignment.
• Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols.

Requirements:

• Minimum of 1 year of experience in customer experience, operations, or support—ideally within a contact center or other fast-paced service environment.
• Experience collaborating with cross-functional teams or supporting frontline staff strongly preferred.
• Strong written and verbal communication skills.
• Excellent organizational and time management abilities; capable of handling multiple tasks with shifting priorities.
• Ability to interpret performance data and apply insights to real-time decision-making.
• Comfortable navigating and troubleshooting digital tools and systems (e.g., Slack, Google Workspace, Zendesk, Genesys, Jira).
• High attention to detail with a commitment to process consistency and quality.
• A calm, solutions-oriented mindset when handling escalations or high-pressure situations.
• Demonstrated ability to work independently and take initiative while remaining a collaborative team player.
• Ability to adhere to work from home policy, including, but not limited to a hardwired (Ethernet) network connection and distraction free environment during working hours and the expectation to leverage the tools and technology provided by Papa.

Operations Advisor I Expectation Rubric

Language requirements: 

• Fluency in English (written and verbal) required.
• Bilingual proficiency in Spanish is preferred.

Location: 

• Remote US 

Salary & Benefits:

$21.00/hour

• 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; 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.