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

We’re seeking a strategic and execution-oriented Director of Customer Experience Operations to lead the operational backbone of our CX organization, spanning Customer Success, Support, Implementation, and Data Management. This role is critical in driving efficiency, performance, and alignment across the customer lifecycle by developing scalable processes, actionable insights, and cross-functional collaboration frameworks.

As a member of the Revenue Operations leadership team, you’ll be a thought partner to CX leadership, a champion for customer outcomes, and a key player in translating strategy into action through systems, data, and process.

📌 Key Job Responsibilities

Operational Leadership

• Build and refine end-to-end processes across CX teams to ensure seamless execution, data consistency, and measurable impact.

• Own and improve systems, workflows, and reporting infrastructure supporting the post-sale customer journey.

• Serve as an operational thought leader and key partner to the VP of Customer Experience, acting as a strategic partner to CX and executive leadership by identifying opportunities, eliminating inefficiencies, and architecting scalable solutions that elevate customer outcomes and team performance.

Strategic Enablement

• Lead quarterly and annual planning efforts for CX Operations, aligning resources and priorities to company objectives.

• Partner with the CX Enablement to develop and maintain playbooks, standard operating procedures, and operational SLAs for CX functions.

Analytics & Insights

• Oversee customer health metrics (e.g., NPS, activation, retention) and translate insights into actionable strategies.

• Ensure data accuracy, visibility, and usability across systems and teams to support proactive customer engagement.

Cross-functional Collaboration

• Partner closely with Revenue Operations, Product, Finance, and GTM Systems teams to enable a frictionless post-sale experience.

• Lead initiatives that require coordination across departments to elevate CX impact (e.g., customer segmentation, lifecycle campaigns, support escalations).

📌 Preferred Qualifications

• 7+ years of experience in operations, customer experience, and/or business strategy roles, with 3+ years in a leadership capacity.

• Proven success leading post-sale operations in a SaaS, tech, or fast-growing B2B environment

• Strong understanding of customer success, onboarding, support, and lifecycle strategies

• Analytical mindset with experience building reports and dashboards in tools like Salesforce, Looker, or similar

• Excellent cross-functional collaboration and communication skills

• Deep Salesforce Service Cloud experience is required. Experience managing or building other CX tooling infrastructure including ticketing platforms and phone systems (Service Cloud Voice) is a plus.

• Strategic thinker with a bias toward action and a track record of driving results.

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:

• 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)

💟 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

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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