Lighthouse · 2 weeks ago
Senior Director, Support Operations and Optimization
DFW Metroplex
Full-time
Hybrid
Director/Executive
$151K/yr - $191K/yr
10+ years expLighthouse is on a mission to revolutionize commercial strategy for the hospitality industry through an innovative platform that simplifies data for actionable insights. The Senior Director of Support Operations and Optimization will lead the Customer Care organization, focusing on operational excellence, AI integration, and cross-functional collaboration to enhance customer experiences and drive organizational efficiency.
Hospitality
Responsibilities
Build and operate the systems, processes, and structures that allow CC to scale efficiently, meet customer expectations, and deliver measurable value to the business
Champion AI-first support, ensuring Frontline, Managers, and Leaders are enabled to confidently leverage automation, Fin, workflows, and AI-powered tools
Drive Support’s operating model, ensuring clarity, consistency, and readiness across people, processes, and technology
Define and execute a strategic vision for an AI-First support organization, ensuring AI is used responsibly and effectively to elevate customer and teammate experiences
Serve as the executive owner of AI involvement, resolution and automation rates, customer satisfaction and experience metrics, and support operational efficiency
Build, lead, and mentor a multidisciplinary team of AI implementation professionals—including AI Conversation Designers, Knowledge Managers, and AI systems specialists
Forecasting, capacity planning, deflection strategy, productivity planning, decreased handling time enablement, forecasting accuracy
Operational governance, escalation processes, incident readiness, and annual planning
Maintenance of core CC rhythms and reporting
Vendor Management
Oversee continuous optimization of AI Agents, including model tuning, routing logic, prompt design, and workflow improvements
Establish processes to review conversation patterns, customer feedback, and AI behaviour to ensure accuracy, quality, and consistent improvement
Drive sophisticated automation strategies that reduce handling time, improve scalability, and lower operational cost.Drives Process Improvement across all AI and Human Support interactions
Continuous Improvement (CI) flywheel design & execution
QA strategy, scorecards, assurance standards, and AutoQA roadmap input
Workflow, process, and tooling optimization across CC
Cross-functional problem solving and system-level improvements
Ensure content is always AI-ready, technically accurate, accessible, and up to date
Ensures frontline and managerial readiness for AI-first workflows, new tooling, and product launches
Sets direction and priority for enablement strategy for all CC roles
Oversees design and delivery of new-hire onboarding, competency frameworks, simulation-based training, and manager development in conjunction with Customer Operations Enablement Manager and the Regional Customer Care team Directors/Managers
Leads Support Insights to enable data-driven decision-making
Provides analysis across demand, quality, automation, performance, productivity, and customer outcomes
Shapes CC metrics frameworks and success measures
Ensures CC readiness for every major product launch, in partnership with Engineering & Product Managers
Leads impact assessment, training, simulation testing, risk management, and frontline enablement
Acts as the operational bridge between Product and CC
Centralizes and packages customer feedback based on support trends to the Product Management team
Builds and leads a high-performing multi-disciplinary team (Ops, optimization, QA, Insights, Enablement, GTM Readiness)
Strengthens cross-functional influence, acting as a key operational voice in strategic decision-making
Creates clarity, structure, and alignment across the CC organization
Represents Support in internal and external thought leadership, including external events, customer sessions, and strategic programs
Oversee the architecture, governance, and optimization of knowledge systems—including help centers, internal knowledge bases, macros, and in-product content
Qualification
Required
10+ years of progressive leadership experience in a high-volume, global Customer Care Operations, Customer Experience (CX) Operations, or Service Delivery role, with at least 5 years leading a multi-disciplinary team (e.g., WFM, QA, Enablement, Process Improvement, Analytics)
Deep expertise in operating model transformation and scaling, specifically within an organization transitioning to an AI-first / Human + AI support environment. Proven success in leveraging automation, generative AI, and machine learning to achieve significant gains in efficiency, deflection, and productivity
Demonstrated mastery of core Customer Care operational disciplines, including: Workforce Management (WFM) and Capacity Planning (forecasting accuracy, staffing models, shrinkage/utilization optimization)
Process Improvement methodologies (e.g., Lean, Six Sigma) applied to customer journeys and internal workflows
Quality Assurance (QA) strategy, design, and implementation, including the transition to automated/AI-assisted QA (AutoQA)
Exceptional strategic thinking and analytical skills with a proven ability to translate complex operational data (demand, resolution time, quality, deflection rates) into actionable insights, clear priorities, and business cases for investment
Strong cross-functional leadership and influence skills required to partner effectively at the executive level with Product, Engineering, and Go-To-Market (GTM) teams to drive product quality, operational readiness, and system-level improvements
Experience defining and driving GTM Support Readiness programs for new product launches in a fast-paced, high-growth, or complex technology environment (B2B SaaS experience is a significant plus)
Proven ability to build and mentor high-performing, globally distributed teams across diverse functions, fostering a culture of continuous improvement, data-driven decision-making, and operational excellence
Fluent in English, both written and spoken, any other language used within our company network is a plus
Benefits
Competitive compensation: Proactively maintained to value your work.
Flexible working environment: Work from home or at one of our global offices.
Flexible time off: Autonomy to manage your work-life balance.
401k matching: Up to 4%.
Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA.
Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.
Employee Assistance Program: 100% confidential and free.
Employer paid Short Term Disability + $50,000 Life Insurance
Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
Wellbeing support: Subsidized up to 80% ClassPass subscription.
Company
Lighthouse
Lighthouse is the leading commercial platform for the travel & hospitality industry.
501-1000 employees
H1B Sponsorship
Lighthouse has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
2023 (3)
2022 (5)
2021 (11)
2020 (1)
Funding
Current Stage
Late StageRecent News
thesaasnews.com
2024-11-24
2024-11-20
Company data provided by crunchbase