Head of Fulfillment Operations & Support Remote (anywhere in United States)

The Company is seeking a Head of Fulfillment Operations & Support to lead resident enrollment, benefit fulfillment, and support for both residents and property management clients. The role is accountable for accurate, timely processing, service quality, customer satisfaction, and reducing the cost of enrollment and support. Responsibilities include managing multi-channel support teams and external service partners, establishing service models for different client segments, and improving workforce planning, queue management, and vendor performance. The leader will partner with product and engineering teams to streamline workflows and build digital-first, automated support, while using performance data to guide operational improvements. Candidates should have at least five years of experience leading high-volume, transaction-driven operations and seven or more years of progressive leadership in customer support, vendor management, or outsourced operations. Experience managing multi-site or offshore service partners and fulfillment vendors against strict service standards is required. Applicants should also bring experience implementing self-service, AI-enabled workflows, and customer support systems, along with strong analytical skills in workforce planning, unit economics, forecasting, and performance measurement. The ideal candidate is a process-oriented operator who can build scalable systems and lead effectively in an evolving environment.

Hiring Company

Second Nature