Senior AI-Driven Support Ops Leader - Hybrid, Global Impact

The Hotels Network; Fort Worth (TX); Hybrid; USD 102,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401k matching

Flexible time off

Remote-friendly

Parental leave

Job summary

Lighthouse is seeking a Senior Support Operations Manager to own the orchestration of systems, processes, and people behind the global support experience. You will ensure AI and human support work together as a single, high-performing system and scale operations for Lighthouse's expanding product suite, including Ernest.

This builder-operator role requires coordinating support systems, QA, analytics, workforce planning, and partnerships with Product, Engineering, BI, and leadership.

Qualifications

• Significant experience in support operations, customer experience operations, or related field.
• Hands-on with administering or scaling support platforms and analytics tools.
• Strong understanding of case intake, routing, escalation, and SLAs.
• Track record of operational transformation with measurable impact.
• Ability to translate requirements into executable architectures.

Responsibilities

• Own the orchestration of the systems, processes, and people behind Lighthouse’s global support experience.
• Evolve Intercom, define entitlements and SLAs, and scale support for Lighthouse’s AI product suite.
• Lead automation, insights, workforce planning, and go-to-market readiness for new offerings.
• Co-design a headless support experience linking Intercom Fin API with Ernest.
• Own KPIs, performance reviews, and data-driven recommendations.
• Partner with Product, Engineering, BI, and leadership to align APIs and data flows.
• Drive operational change across the org including weekend/on-call coverage.

Skills

Support operations

Intercom administration

AI tooling

Data analytics

Stakeholder management

Tools

Intercom

Zendesk

BI tools

Job description

Lighthouse is seeking a Senior Support Operations Manager to own the orchestration of systems, processes, and people behind the global support experience. You will ensure AI and human support work together as a single, high-performing system and scale operations for Lighthouse's expanding product suite, including Ernest.

This builder-operator role requires coordinating support systems, QA, analytics, workforce planning, and partnerships with Product, Engineering, BI, and leadership.