Senior Director, Support Operations and Optimization
Job Overview
Compensation
Type:
Salary
Rate:
Range $151,000.00 - $191,000.00
Work Schedule
Flexible
Benefits
Impactful work
competitive compensation
flexible working environment
Flexible Time Off
401K Matching
Health Insurance
Vision Insurance
Dental Insurance
Employee assistance program
short term disability
Life insurance
Parental leave
wellbeing support
Job Description
Lighthouse is a pioneering company dedicated to transforming the commercial strategy landscape within the hospitality industry. Situated across multiple strategic locations including the Dallas-Fort Worth Metroplex, Denver Metropolitan Area, and offering remote work options, Lighthouse stands as a beacon of innovation and growth in the tech-driven hospitality sector. The company has achieved significant milestones including surpassing $100 million in Annual Recurring Revenue (ARR) in 2024, supported by an impressive $370 million in Series C funding. With a diverse team of over 850 professionals spanning 35 countries and representing 34 nationalities, Lighthouse fosters a vibrant and inclusive culture that emphasizes collaboration,... Show More
Job Requirements
- 10+ years of progressive leadership experience in customer care or service delivery
- Minimum 5 years leading multi-disciplinary teams including workforce management and quality assurance
- Expertise in operating model transformation in AI-first support environments
- Proven ability to leverage AI and automation for efficiency gains
- Strong strategic and analytical skills
- Experience with Lean or Six Sigma process improvement methodologies
- Experience in quality assurance design and implementation including AI-assisted QA
- Strong cross-functional leadership and communication skills
- Experience with go-to-market support readiness
- Ability to build and lead globally distributed teams
- Fluency in English
Job Qualifications
- 10+ years of progressive leadership experience in global customer care operations or service delivery
- At least 5 years leading multi-disciplinary teams in areas such as workforce management, quality assurance, enablement, process improvement, and analytics
- Deep expertise in operating model transformation and scaling within AI-first and human plus AI support environments
- Proven success leveraging automation, generative AI, and machine learning for operational efficiency and productivity
- Mastery of core customer care operational disciplines including workforce management and capacity planning
- Experience with process improvement methodologies like Lean and Six Sigma
- Expertise in quality assurance strategy and implementation, including AI-assisted QA
- Strong strategic thinking, analytical skills, and ability to translate complex data into actionable business insights
- Excellent cross-functional leadership and executive-level influence skills
- Experience defining and driving GTM support readiness programs, preferably within B2B SaaS environments
- Proven ability to build and mentor high-performing, globally distributed teams
- Fluent in English with additional languages as a plus
Job Duties
- Define and execute strategic vision for AI-first support organization
- Lead and mentor multidisciplinary AI implementation team
- Manage forecasting, capacity planning, and operational governance
- Oversee continuous optimization of AI agents including model tuning and workflow improvements
- Drive process improvement and automation strategies to enhance efficiency and reduce costs
- Lead enablement and learning development initiatives for onboarding and ongoing training
- Provide support insights and analytics to inform decision-making
- Ensure readiness for product launches and act as liaison between Product and Customer Care
- Build and maintain high-performing, globally distributed teams
- Manage knowledge systems and support operational excellence
- Represent Support in strategic programs and external engagements
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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