second-nature - SVP Operations
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Requirements
• Reduces manual work and operational lag • Improves per unit economics • You will evaluate the end to end view of the customer journey and identify where we can simplify, automate, and elevate the experience. • The Scale Operator: You have successfully scaled a high-growth company through critical inflection points (e.g. 0->50; 50->250+) in a tech enabled services, SaaS or PropTech company. • Systems Thinker: You instinctively identify inefficiencies and redesign systems to eliminate them. You believe the best operations are simple, scalable, and automated. • Data-Driven Architect: You think in terms of unit economics, cohorts, and capacity models. You use data to drive decisions and measure impact. • Tooling Expertise: Experience integrating Monday.com http://Monday.com or similar project/CS tooling into ops workflows. • AI Pragmatist: Significant time spent personally using AI and understand how to apply in practical ways to drive real business outcomes - not just experimentation. You know where AI creates leverage and where it doesn’t. • Hardcore Doer: You have a bias towards actions and are comfortable hands-on and in the weeds. You don’t just want to drive teams to do the work, you want to understand how things happen today, and how we can improve them going forward. • 10+ years of operational leadership experience, with at least 4 years in a senior executive role within a high-growth technology environment • Proven track record of managing multi-disciplinary teams across onboarding,operations, product, and customer experience • Direct experience overseeing digital transformation projects or implementing AI-driven operational tools • Demonstrated success improving efficiency and unit economics • Familiarity with the PropTech ecosystem and its unique data/implementation challenges is a significant plus • 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:
Responsibilities
• Strategy & Execution: Partner with the leadership team to define and operationalize company strategy. Translate priorities into clear plans, metrics, and accountability across teams. • Operational Scaling & Transformation: Design and execute the roadmap to scale by 10x without a linear increase in headcount. Build systems and processes that scale efficiently with increasing complexity and volume. • AI-Enabled Transformation: Identify and implement automation and AI solutions across the customer lifecycle. Apply LLMs, RPA, and workflow automation to reduce manual intervention, improve quality, and accelerate velocity. Establish a pragmatic approach to AI adoption grounded in ROI, usability, and scalability. • Unit Economic Excellence: Own and reduce Operating Expense as a % of Revenue. Drive measurable improvements in gross margin by optimizing resource allocation and technical leverage. Establish KPIs and reporting to track performance. • Customer Operations Excellence: Overhaul key processes to improve speed, accuracy, and reliability. Elevate onboarding, success and support functions through intuitive, tech-enabled experiences. Ensure customers have clear visibility into their journey and feel increasingly supported as we scale. • Cross-Functional Leadership: Partner closely with Product and Engineering to ensure the "voice of operations" informs the roadmap. Drive development of internal tools and self-service capabilities that unlock scale. • 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)
Benefits
• 🩺 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
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