Head of Fulfillment Operations – Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the enrollment and fulfillment processes for resident benefit services.

• Manage the complete resident and Property Management Company support experience.

• Ensure precise and timely resident enrollment, billing charges, benefit fulfillment, and partner data exchanges.

• Handle enrollment workflows utilizing resident data from numerous property management companies via APIs, flat files, and other channels.

• Transfer enrollments to external benefit providers and confirm correct PMC billing.

• Collaborate with product and engineering teams to redesign and automate enrollment and fulfillment workflows.

• Oversee multi-channel phone, chat, and email support for PMC staff and residents.

• Lead workforce planning, forecasting, and queue/channel architecture for both internal and BPO support resources.

• Manage BPO partner operations, including SLA compliance, quality assurance, coaching, volume forecasting, and QBRs.

• Design and launch support models tailored to specific segments, including enterprise, mid-market, and small business accounts.

• Implement digital-first support strategies through self-service, AI/automation, and chat deflection.

• Analyze contact drivers and develop a roadmap for automation and deflection.

• Uphold quality and accuracy standards for automated and AI-driven workflows.

• Decrease costs through process redesign, automation, and AI-enhanced workflows while maintaining CSAT and SLA performance.

• Optimize unit economics across various support channels.

⛳️ Requirements

• Over 5 years of experience in leading high-volume, transaction-driven operations such as claims processing, enrollment administration, or benefits and billing operations.

• More than 7 years of progressive operational leadership in customer support, vendor management, or BPO operations within a rapidly growing B2B2C, PropTech, Marketplace, or SaaS environment.

• Proven history of managing multi-site or nearshore/offshore BPO partners and third-party fulfillment vendors with strict adherence to SLAs.

• Experience in implementing digital-first self-service, AI agent workflows, and CRM ticket routing tools such as Zendesk, Salesforce Service Cloud, Gorgias, or similar platforms.

• Advanced analytical skills in workforce planning, unit economics, contact volume forecasting, and vendor scorecards.

• Systematic, process-oriented approach focused on scalable infrastructure.

• Availability and engagement during core working hours aligned with the Eastern Time Zone.

• A quiet, professional, and distraction-free work environment.

• A reliable high-speed internet connection.

• Legal authorization to work in the United States upon hiring.

🏝️ Benefits

• Comprehensive Medical, Dental, Vision, Life Insurance, and 401K Plan.

• Generous open PTO and sick days.

• Flexibility to work remotely from anywhere in the US.

• Company reimbursement for business travel related to bi-annual in-person meetings.

• A supportive team and training opportunities to accelerate your career growth.

• Chance to be part of a fast-growing startup.

• A diverse and inclusive culture.