Remote Head of Fulfillment & Support Operations

Second Nature; United States; Remote; USD 150,000 - 230,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Life Insurance

401K Plan

Open PTO

Remote work

Job summary

Second Nature seeks a visionary Head of Fulfillment Operations and Support to own enrollment and fulfillment of resident benefits, including PMC billing. You will run a data-driven, scalable operation across multi-channel support, partner management, and digital-first strategies.

You will lead a remote-first team, partner with product/engineering, and drive cost reductions while preserving service quality and CSAT.

Qualifications

• 5+ years leading high-volume, transaction-driven operations such as claims processing, enrollment administration, or benefits and billing operations.
• 7+ years of progressive operational leadership in customer support, vendor management, or BPO within a fast-growing environment.
• Proven track record managing multi-site or nearshore/offshore partners with strict SLA enforcement.
• Experience implementing digital-first self-service, AI agent workflows, and CRM ticket routing tools.
• Advanced analytical capability (workforce planning, unit economics, forecasting) and ability to delineate signal from noise.
• A systemic, process-oriented operator who thrives in unstructured environments and builds scalable infrastructure.

Responsibilities

• Own enrollment management for resident benefits and PMC billing and ensure timely, accurate fulfillment.
• Collaborate with product and engineering to redesign and automate high-latency enrollment workflows.
• Lead multi-channel support (phone, chat, email) with distinct SLAs for B2B and B2C stakeholders.
• Oversee workforce planning, forecasting, and BPO partner management including QBRs.
• Design and launch digital-first support models with AI-driven resolutions and deflection.
• Identify cost-curve reductions through process redesign and automation without sacrificing quality.

Skills

Operations leadership

Vendor management

BPO management

Digital-first support

Data-driven decisions

Tools

Zendesk

Salesforce Service Cloud

Job description

Second Nature seeks a visionary Head of Fulfillment Operations and Support to own enrollment and fulfillment of resident benefits, including PMC billing. You will run a data-driven, scalable operation across multi-channel support, partner management, and digital-first strategies.

You will lead a remote-first team, partner with product/engineering, and drive cost reductions while preserving service quality and CSAT.