Customer Operations Director, Lighthouse
Hotel revenue management solution
Job no longer available
Hotel revenue management solution
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To help the hospitality industry visualise and leverage data for business success.
Role
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
- 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 the job involves
- 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
- 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
Our take
Lighthouse, formerly OTA Insight, is a cloud-based data intelligence platform for the hospitality industry. It provides hoteliers with a suite of revenue management solutions that empower them to make smarter revenue and distribution decisions. With live updates, 24/7 support from its customer success team, and a highly intuitive and customisable dashboard, the Lighthouse platform integrates with other industry tools, including hotel property management systems, leading revenue management systems and data benchmarking providers.
Lighthouse's team of international experts are based all over the world, including the UK, US, France, Germany, Belgium, Spain, Italy, Brazil, Mexico, Singapore, Australia, India and Greece. The company supports more than 70,000 properties in 185 countries.
The company has focused on accelerating its expansion across all regions, with a particular focus on the Americas, where it has seen an incredible recovery. OTA has also expanded its suite of products with the release of Insight+ and by launching its Business Intelligence products in EMEA.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$370m
SERIES C
Nov 2021
$80m
SERIES B
Total funding: $470m
Company benefits
- Vision & dental Insurance
- Work from home opportunities
- Health insurance
Company HQ
Waterloo, London, UK
Leadership
Gino Engels
(Co-Founder & Chief Customer Officer)Previously worked at AB Inbev UK for 3 years, holding various positions such as National Account Executive and National Account Manager.
Matthias Geeroms
(Co-Founder & CFO)Previously Transfer Pricing Specialist at FOD Financien for 6 years.
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