Director of Customer Operations

Ultimate Asset; New York (NY); On-site; USD 108,000 - 180,000; Full time

Benefits offered by this job

Equity

Office in Brooklyn (4 days a week)

Job summary

Ultimate Asset in Brooklyn is seeking a Director of Customer Operations to shape the founding CS & Ops function for an AI-native hotel tech start-up. You will own onboarding, implementation, retention and expansion with a focus on scalable systems and revenue growth.

You will build customer segmentation, health scoring, and playbooks; drive executive conversations with hotel owners and GMs; and recruit a small team to execute the strategy. This is a founding leadership role.

Qualifications

• You've managed a high-volume SMB book and owned retention, expansion or revenue outcomes.
• Super sharp, first-principles thinker who builds systems from scratch.
• Eloquent, trustworthy and great in front of customers - including when delivering hard messages.
• Technically curious - comfortable in Google Tag Manager, analytics and conversion tracking (no coding needed).
• Uses AI day to day.
• Hospitality, hotel tech, performance marketing or zero-to-one start-up experience is a big plus.

Responsibilities

• Own everything after a hotel signs - onboarding, implementation, retention and expansion.
• Build the CS function - customer tiers, health scoring, runbooks, check-in cadences and escalation.
• Decide what needs a human and what gets automated.
• Run commercially sharp performance conversations with hotel owners and GMs.
• Turn customer feedback into input for Product and Engineering.
• Hire and lead the Customer Success and Implementation team.

Skills

High-volume SMB retention

First-principles thinker

Customer-facing excellence

AI-enabled ops

Communication with hotel owners

Tools

Google Tag Manager

Analytics

Conversion tracking

Job description

Director of Customer Operations (Founding CS & Ops Lead) - AI-Native Hotel Tech Start-up

Up to $180k OTE (base + 20% bonus) + equity

Based in Brooklyn, New York – in the office 4 days a week

Company

This company is building an AI-native operating system for independent hotels.

Hotels have historically run on large back-office teams and a patchwork of clunky, dated tech – this company automates as much of that work as possible.

They've started with everything around revenue optimisation – dynamic pricing, Google Ads and digital marketing – and their USPs fall into three categories:

• Automation, not headcount - they're replacing work hotels currently pay agencies and marketing managers to do
• Pay when you earn - outcome-based pricing, they only make money when the hotel does
• Almost no software competition - they're competing with agencies and labour, not other tech

Exciting Bits

• $1m+ in revenue in their first 10 months, with big growth targets for 2027
• A blank sheet of paper - there's no CS function yet, you'll define what customer success looks like
• A real mix of customers - from small independents to "whale" accounts worth $150k+ a year
• Implementation is mostly automated - so your time goes on strategy and customers, not admin
• Backed by a top-tier VC
• A founding leadership seat with a team to build

The Role

• Own everything after a hotel signs - onboarding, implementation, retention and expansion
• Build the CS function - customer tiers, health scoring, runbooks, check-in cadences and escalation
• Decide what needs a human and what gets automated
• Run commercially sharp performance conversations with hotel owners and GMs
• Turn customer feedback into input for Product and Engineering
• Hire and lead the Customer Success and Implementation team

The Requirements

• You've managed a high-volume SMB book and owned retention, expansion or revenue outcomes
• Super sharp, first-principles thinker who builds systems from scratch
• Eloquent, trustworthy and great in front of customers - including when delivering hard messages
• Technically curious - comfortable in Google Tag Manager, analytics and conversion tracking (no coding needed)
• Uses AI day to day
• Hospitality, hotel tech, performance marketing or zero-to-one start-up experience is a big plus

Ultimate Asset is proud to be an equal employment opportunity employer. We do not discriminate based upon race, colour, gender, sexual orientation, gender identity, gender expression, age, status, origin, disability, or any other basis covered by law. All employment is decided on the basis of merit, qualification & business need. We celebrate diversity and encourage you to apply to opportunities here at Ultimate Asset.

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