Customer Operations Director

At Lighthouse (formerly OTA Insight), we’re on a mission to reimagine commercial strategy for the hospitality industry. Our commercial platform simplifies data, transforming complexity into confidence with actionable market insights, business intelligence, and pricing tools that maximize revenue.

We successfully raised 80 million in series of B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 560 teammates illuminating the way, representing 34 nationalities living in 35 different countries of which 175 in Belgium alone, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionizing the hospitality sector? 🚀

We are expanding and are looking for a full-time Customer Operations Director. This individual will be based out of our office in Dallas, Texas or Denver, Colorado.

What you will do:

As the Customer Operations Director, you are responsible for Integrated Products Implementation and Customer Care teams in the Americas as well as the development of global scale up plans for rapid growth in 2024 and beyond. You will work with your peers in EMEA and APAC to identify opportunities for continuous improvement of Integrated Product Implementation and Customer Care. You will also manage internal Customer Operations Enablement globally. This means creation of the documentation and the training to onboard, train and upskill global implementation, customer care, customer success team and other team members.

Where you will have impact:

To ensure the ability to continually scale implementation and integrated product Customer Care globally, you are expected to manage the Integrated Product Center of Excellence or “COE”. COE objectives include:

• “Industrialization”
• Understanding and documenting the roles of all personas involved in purchase, deployment and use of Lighthouse Integrated Products so that the implementation and support tasks and responsibilities are optimized for both speed and quality.
• Analysis of existing processes and tools in order to find opportunities to improve team implementation and case management capacity. The continual analysis must also include requirements for product and engineering to reduce backline cases and grow customer self service to reduce case volume.
• Simplify and standardize communications and workflows.
• Scale
• Create and maintain large deal onboarding playbook
• Consolidate documentation and integrate acquired product artifacts and knowledge bases
• Tooling review and updates as necessary
• Continually improve training creation for non AMER regions to ensure suitability for regional product mixes and levels of prior experience as well as suitability for team members where English is often a second language
• Establish cross training for Customer Care team members for tasks that are repeatable and subjects to spikes in demand
• Drive continual improvement and optimization of implementation time and the number of Integrated Product cases handled per Customer Care team member
• Internationalize
• In conjunction with with EMEA and APAC regional Customer Care teams establish language requirements for implementation documentation
• Create a regional Champion model to help establish regional implementation self sufficiency and expertise
• Lead discovery and globalization of CC practices for newly acquired integrated products
• For new and acquired products you will:
• Lead adoption of CSAT feedback loop, establish baseline scores and target same CSAT values
• Adopt standard response time metrics
• Build out NPS follow up survey distribution and detractor score follow up process
• Adopt Intercom practices including in app notifications governance, product tour use and attributes use and monitoring
• Merge case volume and attribute reporting with current CC team reporting
• Integrate quarterly CC operations reviews using the aligned reporting
• Capture spoken and unwritten documentation into standard documentation and repeatable practices
• Directly reports to the Global Director of Customer Operations at Lighthouse
  
  

Who you are:

• You enjoy people and coaching. Your teams are motivated through interest and passion, not fear.
• Organization and execution are second nature to you. Meetings concluded without clear actions, owners, and next steps make you itch. Your goals are met, your commitments are held.
• You can show a clear record of successful change management in complex environments. You can envision, articulate and drive continuous improvement. We are a very dynamic, rapidly growing company. What works today is no guarantee it will work at 10x scale tomorrow. You know how to stay in front.
• Additionally:
• At least 5 - 10 years of customer care, implementation and enablement experience
• Willingness to own and execute tasks and deliverables as well as manage others
• Leadership skills that motivate your team to go the extra mile for you
• Strong presentation skills using the Google suite
• Excellent analytical, problem-solving and troubleshooting skills
• Strong overall business and people skills, including planning, presentation skills, sales skills
• Excellent communication skills, including the ability to teach, coach, mentor and motivate
• An understanding of the hospitality industry and Revenue Management is a strong plus
• Relevant hospitality experience is strongly preferred

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• 401k matching: Up to 4%.
• Health insurance: Three Blue Cross Blue Shield plans with 99% company contribution to the base plan and 50% for dependents and spouses, plus $25/month to HSA.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Referral bonuses: Earn rewards for bringing in new talent.
  
  

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry.