second-nature - Head of Fulfillment Operations & Support

• 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. • Serve as the operational engine that moves enrollments to external benefit providers, so every resident receives their benefit on time and every PMC is billed correctly. • Collaborate in lock-step with dedicated internal product and engineering platform teams to identify and exploit opportunities to redesign and automate error-prone, high-latency, labor-intensive enrollment and fulfillment workflows.. • SUPPORT OPERATIONS (B2B2C) • Own multi-channel support (phone, chat, email) for both client segments: PMC staff/admins (B2B) and residents (B2C), managing distinct SLAs, tones, and workflows for each. • Lead workforce planning, forecasting, and queue/channel architecture for internal and external support (BPO) resources. • Manage day-to-day operations and accountability for BPO partners: SLA compliance, quality assurance (QA) scoring, coaching, volume forecasting, and Quarterly Business Reviews (QBRs). • Scope, design, and launch segment specific support models tailored for enterprise, mid-market, and small business accounts. This is a new motion with no existing playbook to inherit. • ZERO-TOUCH & DIGITAL-FIRST SUPPORT • Formulate and execute a digital-first support strategy (self-service, AI/automation, chat deflection) to resolve routine contacts faster and at higher quality without human intervention. • Conduct contact-driver analysis to identify candidates for elimination, deflection, and automated resolution; build and manage the rollout roadmap over time. • Maintain strict quality and accuracy standards for automated and AI-driven workflows to protect CSAT and FCR. • COST OPTIMIZATION & PROCESS ENGINEERING • Identify and execute cost-curve reduction through process redesign, automation, and AI-enabled workflows, without degrading enrollment quality, support CSAT, or SLA performance. • Optimize unit economics across all support channels. • WHAT SUCCESS LOOKS LIKE • Full visibility into enrollment and fulfillment performance, including intake volume by channel, queue aging, error and exception rates, and billing accuracy; top data quality issues by PMC and source documented and ranked; zero degradation in enrollment timeliness or accuracy during onboarding. • Full visibility into current BPO performance with live scorecards; Enterprise Support model scoped and documented; zero CSAT/SLA degradation during onboarding. • Live enrollment and fulfillment dashboards driving daily queue management and accountability; first data quality improvement shipped for the highest-volume exception driver (e.g., intake validation or PMC feedback loop); accuracy and turnaround targets defined and tracked with external benefit providers. End to end roadmaps in place and active for highest leverage opportunities on the pareto. • Vendor scorecards actively driving operational accountability; first major cost-curve reduction initiative shipped; Segment specific support models piloted with key segmented accounts; digital-first deflection live for top contact driver. • Measurable improvement in enrollment accuracy, time to enroll, and billing accuracy; a meaningful share of enrollments processed with no manual touch; exception volume trending down across API and flat file channels; partner data exchange operating to agreed accuracy and timeliness standards. • Measurable downward trend in cost per resolution while CSAT/SLA hold or improve; Enterprise Support fully operational; zero-touch channel handling a meaningful share of volume without FCR or accuracy loss. • 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)