Director, Customer Operations APAC

Overview 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 700+ teammates span 35 countries and represent 34 nationalities. We’re more than just a workplace—we’re a community that’s collaborative, fun, and deeply committed to revolutionizing the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? What You Will Do As the Director of Customer Operations, APAC , you will lead and scale all aspects of Customer Operations across the Asia-Pacific region. You will oversee teams responsible for Integrated Products Implementation, Customer Care, Enterprise Program Management, and Customer Engagement. Your mission is to ensure operational excellence, customer satisfaction, and alignment between regional needs and global strategy. Lead the regional Customer Operations function, owning the operational performance for APAC. Manage and mentor teams across Implementation, Customer Care, Enterprise Program Management, and Engagement. Build and execute a regional customer engagement strategy to increase satisfaction, retention, and product adoption. Localize global processes and best practices to ensure cultural and linguistic relevance for the APAC market. Develop and maintain a large-deal onboarding playbook and knowledge base for efficiency and scalability. Partner cross-functionally with global and regional teams, including Sales and Account Management, to ensure seamless delivery and customer success. Define and track key KPIs such as CSAT, NPS, implementation time, and resolution metrics. Lead initiatives to globalize customer care for newly acquired products and establish a regional Champion model. Recruit, train, and develop top talent to foster a culture of excellence and accountability. Who You Are 5–10 years of senior leadership experience in customer operations, implementation, or related fields. Proven experience managing teams and operations within the Asia-Pacific region. Demonstrated ability to lead, coach, and develop high-performing, diverse teams. Expert in project and program management, including requirements gathering, scope definition, and complex multi-stakeholder delivery. Strong business and financial acumen, with P&L management experience and deep APAC market understanding. Excellent communication, negotiation, and presentation skills across cultures. Analytical and solution-oriented, capable of making data-driven decisions in fast-paced environments. Experience in the hospitality or revenue management industry is strongly preferred. Entrepreneurial thinker with strong networking skills and the ability to mentor others effectively. About Our Team Our Customer Ops team is a collaborative group across the AMER , APAC , and EMEA regions. The team advises and guides our wide array of customers as they map business needs to Lighthouse. We are the faces of Lighthouse—compassionate, strategic-minded, organized, and dedicated. As a member of our team, you’ll work with a dynamic group of professionals, learn from experienced leaders, and contribute to our success. What’s in it for you? Competitive salary and performance-based bonus structure. Comprehensive benefits package aligned with the location. Opportunity to work with Global sales teams across AMER, EMEA, and APAC. Access to cutting-edge sales technology and enablement platforms. A collaborative, international work environment with a strong growth trajectory. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds and actively encourage applications from individuals with disabilities. We are dedicated to providing reasonable accommodations throughout the recruitment process and employment to ensure all qualified candidates can participate fully. If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. Lighthouse is an equal opportunity employer, and we encourage individuals from all walks of life to apply. Not ticking every box? We value diverse backgrounds and unique skill sets and would love to hear from you if you’re a quick learner and passionate about what we do. #J-18808-Ljbffr