SVP Operations

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.

So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.

That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.

We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone.

And now you can join us. Apply today to join 425+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win.

Second Nature is entering our next phase of hyper-growth, and we’re looking for a visionary, scale-obsessed SVP, Operations to build the engine that powers our expansion.

This is not a traditional operations role. You will be responsible for translating company strategy into execution at scale, evolving our operating model, and ensuring we can support a rapidly growing customer base - without a linear increase in cost or complexity.

You won't just be "keeping the lights on" - you will re-architect our operational DNA, building a high velocity, AI-enabled organization that cultivates Raving Fans of Second Nature, while improving efficiency and unit economics. This role reports into the President and is a member of the executive leadership team.

Transform our current service delivery model into an intelligent system that:

• Increases fulfillment velocity

• Enhances the customer experience

• 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.

• 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.

• 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 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

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:

• Be available and engaged during core working hours aligned with the Eastern Time Zone to ensure effective collaboration and timely completion of responsibilities

• 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)

🩺 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

🚀 Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.
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