Head of Fulfillment Operations & Support (Fully Remote)

Second Nature; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

High-volume operations

BPO management

Digital self-service tools

Customer support leadership

Job description

• Own the enrollment and fulfillment functions for Second Nature's resident benefit services.
• Ensure accurate and timely resident enrollment and fulfillment while elevating service quality.
• Drive down unit cost to serve through process discipline, vendor accountability, and scalable systems.

Responsibilities:

• 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.

What Success Looks Like:

• 60 Days: Full visibility into enrollment performance; zero degradation in timeliness or accuracy.
• 100 Days: Live dashboards driving daily queue management; first cost-curve reduction initiative shipped.
• 180 Days: Measurable improvement in enrollment accuracy and cost per resolution while maintaining CSAT.

Qualifications:

• 5+ years leading high-volume transaction-driven 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.

Second Nature

Second Nature built the world's first Resident Experience Platform that simplifies resident onboarding and services for property managers. The company has 300 passionate, creative employees dedicated to creating triple-win experiences for residents, property managers, and investors.