Customer Operations Director

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.

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

What's in it for you?

• A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
• Flexible time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
• Workshops and frameworks that help employees realize their full career potential
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• The chance to grow and evolve the data culture at a fast-growing scale-up
• A compensation program that values your work and which we will proactively keep competitive
• 401k matching up to 4%
• The option of three health insurance plans from Blue Cross Blue Shield that will suit your personal needs. 99% company contribution towards the base plan and 50% coverage for dependents and spouses. 25 dollars/month contribution to HSA. 
• We know not everyone relaxes the same way; therefore, we’ve opted to support your general wellbeing by subsidizing up to 80% of your monthly ClassPass subscription
• A referral bonus scheme when you bring new talent to our #bestteamever!

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