Responsibilities

The Head of Fulfillment Operations and Support will own the enrollment and fulfillment functions for Second Nature’s resident benefit services, as well as the end-to-end resident and Property Management Company (PMC) support experience. The core mission: ensure accurate and timely resident enrollment and fulfillment, while continuously elevating service quality and driving down unit cost to serve.
This is a builder’s role, not a caretaker’s. The ideal leader is an operator at the core and deeply service-oriented. They recognize that high-quality service at scale isn't only delivered through hustle. It's delivered through control: process discipline, vendor accountability, and systems that make flawless fulfillment and excellent service repeatable rather than heroic.
Note: Leveling (Director vs. VP) will be determined based on candidate qualifications, executive leadership track record, and scope of experience.
Metrics This Role Is Accountable For
This is an outcome-driven build role. You will directly own and be evaluated on the following core metrics:
Enrollment and Fulfillment Speed & Quality: High-accuracy thresholds for timely resident benefit enrollments, billing charges, benefit fulfillment, and partner data exchange management.
Speed of Resolution & First Contact Resolution (FCR): Mean time to resolve (MTTR) and % of issues closed on first contact across BPO and internal support channels.
Fulfillment Cost per New Enrollment & Support Cost per Active Enrollment: Unit cost to enroll residents and resolve support issues across all channels, driven downward without sacrificing customer quality, CSAT or SLA performance.
Resident & PMC CSAT: Resident-side satisfaction and likelihood-to-recommend, tracked distinctly from PMC-side satisfaction given the two-audience model.
Scope & Responsibilities
Enrollment Management
Own the processes and outcomes for accurate, timely resident enrollment, accurate PMC billing, and error-free benefit fulfillment. Run the data- and queue-intensive operation that turns variable-quality resident data from thousands of PMCs (API, flat file, and more) into clean enrollments.

Qualification

5+ years leading high-volumeA systemicREMOTE WORK STATEMENTThis position is a remote-firstHave a quiet

Required

5+ years leading high-volume, transaction-driven operations such as claims processing, enrollment administration, or benefits and billing operations, where accuracy, queue management, and data quality across multiple intake channels determine the outcome.
7+ years of progressive operational leadership in customer support, vendor management, or BPO operations within a fast-growing B2B2C, PropTech, Marketplace, or SaaS environment. Ability to command a broad span of control and work.
Proven track record managing multi-site or nearshore/offshore BPO partners and third-party fulfillment vendors with strict SLA enforcement.
Demonstrated experience implementing digital-first self-service, AI agent workflows, and CRM ticket routing tools (e.g., Zendesk, Salesforce Service Cloud, Gorgias, or similar).
Advanced analytical capability (workforce planning, unit economics, contact volume forecasting, and vendor scorecards). Strong intellectual wherewithal and ability to delineate signal v. noise
A systemic, process-oriented operator who thrives in unstructured environments and prefers building scalable infrastructure over manual workarounds. High say:do ratio.
REMOTE WORK STATEMENT
This position is a remote-first, work-from-home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a vital part of our company story and success. To be successful in a remote work role at Second Nature, you must:
Be available and engaged during core working hours aligned with the Eastern Time Zone to ensure effective collaboration and timely completion of responsibilities
Have a quiet, professional, distraction-free environment in which to complete your work
Have access to your own reliable high-speed internet connection
Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)

Head of Fulfillment Operations & Support at Second Nature · LumiJobs

Head of Fulfillment Operations & Support

Responsibilities

Qualification

Required

Benefits

Company

Second Nature

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