SVP Operations

Second Nature

15h • Remote

About The Position

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.
Your Mission
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.

Requirements

• 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

Nice To Haves

• Familiarity with the PropTech ecosystem and its unique data/implementation challenges is a significant plus

Responsibilities

• 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.

Benefits

• Medical, Dental, Vision, Life Insurance, & 401K Plan
• Work remotely from anywhere in the US
• Open PTO and sick days
• Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
• A supportive team to help you grow your career and unlock your full potential
• The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 101-250 employees