Senior Director, Support Operations and Optimization

Senior Director, Support Operations and Optimization

At Lighthouse, we’re on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting‑edge business intelligence to unlock their full revenue potential.

Backed by $370 million in series C funding and driven by an unwavering passion for growth, we’ve welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 850+ teammates span 35 countries and represent 34 nationalities.

At Lighthouse, we’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket‑ship? 🚀

The Senior Director of Support Operations & optimization leads the operational activities that powers the Lighthouse global Customer Care (“CC”) organization. This role ensures that CC delivers exceptional, scalable, and efficient customer experiences by overseeing all core CC Operations, Enablement, Insights, Process Improvement, QA, Continuous Improvement, Workforce Management, and new product Go‑to‑Market support for the CC team.

As a key member of the CC leadership team, this role shapes the operational strategy for an AI‑first support organization; driving transformation, strengthening cross‑functional alignment with Engineering, Product, GTM, and Customer Engagement, and ensuring Lighthouse Customer Care organization is a leader in Human + AI customer experience.

Strategic Mandate

• 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.

Key Areas of Ownership

• Support Operations
  • 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…