Head of Fulfillment Operations & Support

The posting, as Second Nature wrote it

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.

So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.

That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.

We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone.

And now you can join us. Apply today to join 300 passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win.

ROLE OVERVIEW

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

[…]
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)

💟 WHY SECOND NATURE?

🩺 Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan

📍Location: Work remotely from anywhere in the US

📆 Flexibility: Open PTO and sick days

🤩 The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP

🤗 Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect

💻 Training: A supportive team to help you grow your career and unlock your full potential

🚀 Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.

#liremote