Director, Customer Operations APACNew

Greater Kuala Lumpur

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.

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?

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.

Where you will have impact

• 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 team across the AMER, APAC and EMEA regions. The team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated. As a member of our team, you'll have the opportunity to work with a dynamic group of professionals, learn from experienced leaders, and contribute to the success of our organization.

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.

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. We actively encourage applications from individuals with disabilities and are dedicated to providing reasonable accommodations throughout the recruitment process and during employment to ensure all qualified candidates can participate fully. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply. Not ticking every box? No problem We value diverse backgrounds and unique skill sets. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry. #LI-Hybrid