Head of Enrollment & Fulfillment Excellence

Second Nature; United States; À distance; USD 120 000 - 170 000; Plein temps

Résumé du poste

Second Nature, the Resident Experience Platform, seeks a seasoned operations leader to own enrollment and fulfillment for resident benefit services. You will ensure accurate resident enrollment, PMC billing, and timely fulfillment while driving cost efficiency through process discipline and vendor accountability.

You will lead multi-channel support with clear SLAs, implement self-service, AI, and automation to reduce manual contacts, and partner with BPOs to scale operations across properties

Qualifications

• 5+ years leading high-volume operations in enrollment or claims processing.
• 7+ years of progressive operational leadership in customer support or BPO within B2B2C or SaaS.
• Proven track record managing BPO partners and implementing digital-first self-service tools.

Responsabilités

• Enrollment Management: Own processes for accurate resident enrollment, PMC billing, and benefit fulfillment.
• Support Operations: Own multi-channel support for PMC staff and residents with distinct SLAs.
• Digital-First Support: Execute self-service, AI, and automation strategy to reduce manual contacts.

Connaissances

High-volume operations

BPO management

Digital self-service tools

Customer support leadership

Description du poste

Second Nature, the Resident Experience Platform, seeks a seasoned operations leader to own enrollment and fulfillment for resident benefit services. You will ensure accurate resident enrollment, PMC billing, and timely fulfillment while driving cost efficiency through process discipline and vendor accountability.

You will lead multi-channel support with clear SLAs, implement self-service, AI, and automation to reduce manual contacts, and partner with BPOs to scale operations across properties