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Director, Customer Operations APAC

Director, Customer Operations APAC

mylighthouse.comKuala Lumpur, Kuala Lumpur, Malaysia
13 hours ago
Job description

Lighthouse WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

Join to apply for the Director, Customer Operations APAC role at Lighthouse . Lighthouse is on a mission to disrupt commercial strategy for the hospitality industry, providing data-driven insights, pricing tools, and business intelligence to unlock revenue potential. Our team of 700+ across 35 countries brings a collaborative, growth‑focused culture.

Backed by $370 million in Series C funding, Lighthouse has surpassed $100 million in ARR in 2024. We are a community that values curiosity, collaboration, and accountability.

What You Will Do

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 for cultural and linguistic relevance in APAC.
  • Develop and maintain onboarding playbooks and knowledge bases for efficiency and scalability for large deals.
  • Partner cross-functionally with global and regional teams, including Sales and Account Management, to ensure seamless delivery and customer success.
  • Define and track 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, able to make 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 AMER , APAC , and EMEA regions. We guide our customers as they map business needs to Lighthouse, bringing compassion, strategic thinking, and organization to the role. You’ll work with a dynamic group of professionals and influence 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 strong growth potential.

    • We are committed to a diverse and inclusive workplace and equal opportunity for all. We actively encourage applications from individuals with disabilities and provide reasonable accommodations during recruitment and employment.

    Job Details

  • Seniority level : Director
  • Employment type : Full-time
  • Job function : Other
  • Industries : Hospitality

    • We value diverse perspectives and look forward to hearing from passionate, quick learners who want to shape the future of the hospitality industry with Lighthouse.

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    Operation • Kuala Lumpur, Kuala Lumpur, Malaysia