Head of Fulfillment Operations

Job Summary

Owning the enrollment and fulfillment functions for resident benefit services, the full-time Head of Fulfillment Operations will ensure accurate and timely resident enrollment, manage multi-channel support operations, and drive cost optimization strategies in a remote environment.

Key responsibilities

• Oversee accurate, timely resident enrollment and benefit fulfillment processes while managing data quality from various property management companies
• Lead multi-channel support operations for both property management company staff and residents, ensuring compliance with service level agreements
• Develop and implement a digital-first support strategy to enhance self-service options and automate routine inquiries

Required qualifications

• 5+ years of experience in high-volume, transaction-driven operations such as claims processing or enrollment administration
• 7+ years of operational leadership in customer support or vendor management within a fast-growing B2B2C or SaaS environment
• Proven experience managing BPO partners and third-party fulfillment vendors with strict SLA enforcement
• Demonstrated capability in implementing digital-first self-service and AI-driven workflows
• Strong analytical skills for workforce planning, unit economics, and contact volume forecasting