Senior Support Operations Manager

Our Mission: Why Lighthouse? At Lighthouse, we’re on a mission to revolutionize commercial strategy as hospitality’s most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue. With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act. Lighthouse Values: Our guiding light We are Lumineers . Our shared values keep us on a collaborative path fostering a cultural and customer centric environment • Pursuit of greatness : We’re innovators who care deeply about our customers’ success. Our team brings their best work, stays curious, and delivers excellence through attention to detail • Meaningful work matters : We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward • Elevate each other : We don’t just work together - we grow together. What unites us is understanding each other as people and working toward shared goals 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? 🚀 Job Details • 💼 Customer Operations • 📍 United States - Denver, CO or Dallas, TX • 🕜 Full-Time Hybrid • 💰 Compensation • Salary Range: $102,000.00 - $130,000.00 • Equity: This role is eligible for our stock option plan What you will do As a Senior Support Operations Manager , you will own the orchestration of the systems, processes, and people behind Lighthouse’s global support experience, ensuring AI and human support work together as one coherent, high-performing system. This is a builder-operator role with direct ownership of core operational disciplines including support systems management, quality assurance, process improvement, insights and analytics, workforce planning, and go-to-market support readiness. You will evolve Intercom, introduce differentiated support entitlements and service level agreements, and partner closely with Product, Engineering, Support leadership, automation, and business intelligence teams to scale support for Lighthouse’s expanding AI product suite, including Ernest. You will also help shape a headless, API-to-API support model and prepare the organisation to launch enterprise and refreshed Indie support systems by Q1 2027. Where you will have impact • Own the architecture, administration, governance, and continued development of Intercom and the wider support technology ecosystem, including a three-year automation roadmap and the planned Q1 2027 tooling RFP • Architect and launch multi-tier enterprise and Indie support models by Q1 2027, covering customer and product entitlements, routing, metering, reporting, SLA tracking, escalation management, and service-credit avoidance • Co-design and continuously improve a headless support experience connecting the Intercom Fin API with Ernest, while ensuring content and data sources remain accurate and ready for human and AI support • Own support KPIs and operating reviews, translating customer trends and performance data into recommendatio