Director, Digital Operations

The Leading Hotels of the World • New York, NY

1d • $140,000 - $160,000 • Hybrid

About The Position

The Leading Hotels of the World is seeking a Director, Digital Operations to lead the operational functions that enable LHW’s digital capabilities to be successfully implemented, supported, adopted, and used across member hotels and internal business teams. The Director oversees hotel implementation and integration, advanced digital support, and digital marketing operations and enablement. This role establishes the operating practices, service model, and cross-functional coordination needed to support LHW’s digital ecosystem, while driving operational excellence and continuous improvement. Working across member hotels, business teams, Digital, Technology, vendors, and implementation partners, the Director serves as a key operational bridge between digital capability delivery and successful day-to-day use.

Requirements

• 8+ years of relevant experience across technical business analysis, digital platform implementation, enterprise SaaS platforms, vendor management, or functional solution delivery.
• Demonstrated experience translating complex business and experience needs into functional requirements, business rules, workflows, platform configurations, and implementation-ready specifications.
• Strong understanding of digital platform capabilities, technical workflows, integrations, data dependencies, and vendor roadmaps, with the ability to translate these into practical and scalable functional solutions.
• Experience managing platform vendors and implementation partners, including evaluating capabilities, aligning priorities, and coordinating implementation and delivery expectations.
• Experience working across business, technology, data, vendor, and implementation teams to coordinate solution delivery, integrations, testing, and release readiness.
• Experience leading user acceptance testing, business validation, and functional release-readiness activities for digital platform implementations and enhancements.
• Experience leading defined platform enhancements or implementation initiatives, coordinating stakeholders, dependencies, vendors, and delivery activities.
• Ability to assess and resolve moderately complex platform, implementation, vendor, dependency, and release challenges using sound judgment and practical problem solving.
• Strong cross-functional communication and influence skills, with the ability to provide functional leadership and create alignment without formal people-management authority.

Responsibilities

• Lead Digital Operations across hotel implementation and integration, advanced digital support, and digital marketing operations and enablement.
• Establish priorities, service expectations, operating processes, performance measures, and consistent ways of working across the function.
• Provide operational leadership for complex implementation, integration, and production issues, coordinating across business, Digital, Technology, vendors, and implementation partners.
• Support operational planning and prioritization within a shared budget model, providing recommendations on capacity, service priorities, and operational needs.
• Lead hotel onboarding, implementation, integration, launch readiness, and transition to ongoing operations for LHW digital capabilities.
• Oversee Level 2/3 support and escalation for hotel-facing digital capabilities, partnering with Global Servicing as the Level 1, front-line support function.
• Establish and continuously improve escalation paths, issue ownership, service expectations, handoffs, and knowledge transfer between Global Servicing and Digital Operations.
• Ensure operational readiness for new and enhanced digital capabilities, including implementation, support, enablement, and ongoing operating requirements.
• Oversee Digital Marketing Operations & Enablement, ensuring Marketing has the operational processes, technology enablement, execution support, and capabilities needed to effectively use LHW’s marketing technology solutions.
• Partner with Marketing and the Salesforce Center of Excellence to strengthen marketing technology operations, enablement, and ways of working while supporting the development of Marketing’s internal capabilities.
• Drive adoption and effective use of digital capabilities across member hotels and internal business teams through enablement, guidance, knowledge sharing, and operational support.
• Monitor operational performance and service quality using implementation results, support trends, stakeholder feedback, and recurring issues to identify opportunities for improvement.
• Drive continuous improvement across processes, tools, knowledge, service practices, and the Digital Operations operating model.
• Incorporate operational needs and lessons learned into platform enhancements, implementation approaches, and ongoing capability improvements.
• Build strong relationships with member hotels and internal business teams, using operational insights and feedback to strengthen adoption and service delivery.
• Partner across Member Experience, Global Servicing, Sales, Revenue Management, Marketing, Digital Experience, Platform Strategy, Solutions & Delivery, the Salesforce Center of Excellence, and other teams to support successful implementation and ongoing use of digital capabilities.
• Coordinate with Digital Experience, Platform Strategy, Solutions & Delivery, and other delivery teams to ensure operational requirements are considered throughout delivery and transition into production.
• Lead and develop a multi-disciplinary Digital Operations organization spanning hotel implementation and integration, advanced digital support, and digital marketing operations and enablement.
• Set clear direction, priorities, performance expectations, accountability, roles, and decision rights across the function.
• Coach and develop team leaders and individual contributors, building the functional and leadership capabilities required to support LHW’s evolving digital ecosystem.
• Foster a service and performance culture focused on member hotel and business needs, accountability, proactive problem solving, collaboration, knowledge sharing, and continuous learning.

Benefits

• 27 days of Paid Time Off (PTO)
• 11 paid holidays, including birthdays as a floating holiday
• Medical coverage available within the first month
• Health Savings Account (HSA) with Company contribution
• 401(k) company match up to 4% of salary
• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees’ passion for travel
• Unlimited access to financial advisors
• Collaborative and inclusive work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed