Head of Fulfillment Operations & Support

Role Overview:

• 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.