Program Manager, CX Automations at Second Nature

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 275+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win. ABOUT THE ROLE We are seeking a Program Manager, CX Automations to drive the strategy, prioritization, and deployment of AI and automation initiatives across our global CX operations. This is a high-impact role designed to accelerate our growth by transforming how we work. You will lead initiatives focused on driving operational efficiency, reducing manual processes, and enabling automated workflows. Acting as a critical partner to Customer Success and Support leadership, you will help enable us to scale efficiently while maintaining a high-quality, consistent, and "raving fan" experience for our customers during a critical growth phase. WHAT YOU’LL DO Strategy & Roadmap - Define and manage the Client Success & Support team automations roadmap, ensuring initiatives align with business strategy and long-term scalability. - Identify operational inefficiencies. You will evaluate and prioritize automation opportunities based on business impact, scalability, and company goals. - Act as the subject matter expert for Client Success tooling (including acting as our Totango administrator). - Lead the full lifecycle of our Support AI initiatives including AI Voice & Chat - Establish and report on clear success metrics for all projects. Operational Execution & Optimization - Lead the deployment of AI-powered Support solutions (e.g., chatbots, auto-triage, suggested replies, and agentic-AI). - Spearhead client nurture initiatives including digital-first engagements and usage-trigger based human engagements. - Design and refine workflows to reduce manual workload, shorten response times, and improve quality consistency. - Identify bottlenecks across accounts and processes, proactively recommending enhancements to leadership. Cross-Functional Leadership - Partner with Product, Revenue Operations, Finance, and Executive Leadership to ensure seamless adoption of new tools. - Build feedback loops between CX and Product teams to ensure the customer voice informs our system development. - Lead change management efforts, ensuring teams are trained and empowered to leverage our operational tools effectively. PERFORMANCE & ANALYTICS - Maintain and evolve CX automation dashboards to track efficiency gains, cost savings, and performance metrics impacted by your automation program. - Use data-driven insights to identify trends, support decision-making, and surface opportunities for process improvements ABOUT YOU - 5+ years of experience in operations leadership, operational transformation, or automation initiatives. - Proven track record working within a SaaS CX or Support organization. - Demonstrated success implementing AI, automation, or workflow optimization projects from pilot to full adoption. - Familiarity with operational analytics and reporting tools. - Experience leading digital transformation initiatives in a high-growth environment. - Deep knowledge of AI tools, conversational AI, chatbots, automated platforms and operational systems (e.g., Totango, Salesforce, Hubspot). - Comfortable balancing hands-on technical work and high-level strategic planning. 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. 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 vital 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 - 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 7 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 and unlock your full potential 🚀 Growth: The opportunity to get in on the ground floor of a fast-growing startup 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.