Senior Manager of Internet Operations
Second Nature
Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, and get an answer to your 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, investors, and managers. That way renting can be easy and rewarding for everyone.
And now you can join us. Apply today to join 200+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win. 🔥🔥🔥
📝 About the Role
Second Nature is transforming how essential services are delivered to residents of single-family rental homes. As we launch and scale new programs, we’re looking for a Senior Manager of Operations to design and lead day-to-day execution and ensure operational excellence across the Post-Sales Teams.
This is a high-ownership role collaborating closely across the organization with support, CS, product, tech, ops, and partnerships. You will build scalable systems, create repeatable processes, and ensure residents receive a world-class experience.
⭐ Key Responsibilities
Own the successful execution and scaling of Second Nature’s new programs, ensuring seamless delivery to residents, on-time onboarding of property managers (PMs), and operational excellence across all stages of the program.
Design and implement scalable systems, workflows, and cross-functional processes that reduce manual effort, drive automation, and improve consistency across Onboarding, Fulfillment, Client Success and Support Operations.
Serve as the primary escalation point for internal stakeholders for the program, coordinating closely with Product, Engineering, Customer Success, Support Operations and Finance to maintain a smooth operating rhythm and resolve blockers.
Oversee and optimize workflows, including timelines, support SLAs, and issue resolution processes.
Build operational dashboards and reporting, enabling visibility into service delivery metrics, resident experience KPIs, and program health.
Identify and escalate friction points or recurring issues, and collaborate with internal stakeholders to define, test, and implement fixes or improvements.
Drive continuous improvement of support and fulfillment operations, ensuring residents receive the right service, on time, with minimal support intervention.
📝 About you
8+ years of experience in operations, program management, implementation, or related roles, ideally in a high-growth, tech-enabled or marketplace environment
Proven success standing up and scaling operational programs from early-stage to maturity
Strong systems thinking and process design skills; ability to spot inefficiencies and implement improvements quickly
Experience with cross-functional collaboration, including product, engineering, sales, and support teams
Ability to work comfortably in ambiguity and build structure in real time
Analytical and data-driven; strong command of Excel, Lucid, Zapier, Salesforce, Jira or other lightweight workflow tools
Excellent written and verbal communication skills, especially with external partners or vendors
Equally comfortable rolling up your sleeves and getting in the trenches to problem solve as you are zooming out to take a strategic, long-term view
Tenacious problem solver who identifies gaps and problems and works relentlessly to find solutions to the core issue
Experience in property management, utilities, telecom, or residential services is a plus, but not required
Experience mentoring and managing others as a scaling function.
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.
What Success Looks Like (30/60/90 Days)
30 Days
Gain a comprehensive understanding of current internet program operations, tooling, and performance metrics.
Build relationships with internal stakeholders across CS, Product, Support, and Engineering.
Identify top friction points in resident onboarding and service activation workflows.
Audit the full lifecycle from property onboarding to resident activation to pinpoint systemic gaps.
60 Days
Implement key process improvements that increase activation rates and reduce support volume.
Launch a consistent operating rhythm for cross-functional collaboration, tracking blockers and escalations.
Present a program dashboard with baseline KPIs for activation success, support SLAs, and fulfillment timelines.
Begin iterating on workflows and tooling to enable automation and self-service.
90 Days
Own a fully operational internet delivery program with measurable improvements to resident experience and activation performance.
Achieve consistent, reliable handoffs across CS, Fulfillment, and Support teams.
Proactively surface new opportunities to improve efficiency, reduce costs, and improve resident satisfaction.
Demonstrate progress on scaling systems and processes that support program growth.
Key Outcomes & Ownership Areas
The Senior Manager of Internet Operations will be directly responsible for:
Resident Activation: Ensuring 100% of residents are activated with the internet by their preferred move-in date, with minimal exceptions.
Property Onboarding: Delivering seamless onboarding for all properties joining the internet program, ensuring readiness before resident move-in.
Program Health: Monitoring and maintaining strong KPIs for program coverage, service delivery, and customer satisfaction.
Cross-Team Coordination: Leading weekly syncs and escalation channels across Support, Fulfillment, and Customer Success.
System & Workflow Optimization: Identifying manual gaps and delivering tech-enabled solutions that streamline operations and reduce ticket volume.
Support & Fulfillment Efficiency: Reducing support contact rate and time to resolution through proactive service design and resident enablement.
Stakeholder Communication: Acting as the go-to source of truth for program performance, blockers, and opportunities across leadership and teams.
💟 Our Core Values
Pirate Ship; not a cruise ship. Bias towards action.
Massive Growth takes massive growth. We embrace challenges to increase our impact.
Grow the Pie. We focus on results so our customers & their customers win. Triple Win!
Purple Heart. We put the team before ourselves.
Extreme Ownership. See something? Say something; right the ship to get us back on course.
Be a moment maker. We aim to shatter the status quo.
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 key part of our company story and success. To be successful in a remote work role at Second Nature you must:
Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties
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)
💻 AI Innovation
We're thrilled about the transformative potential of AI innovation and its ability to drive progress at Second Nature. As we continue to explore and integrate AI into our workflows, we’re eager to learn how you’ve embraced and implemented AI in your professional journey. In the interview process, we look forward to hearing about your experiences and exploring how we can collectively leverage AI technology to accelerate our growth.
💟 Why Second Nature?
🩺 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
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.
#liremote
