Senior Manager, Operations & Tooling

LighthouseAI

1d•$100,000 - $125,000

About The Position

Essential Duties and Responsibilities: Operations, Analytics & Insights Build and maintain reporting that ties cost, headcount, output, and revenue together Develop metrics around utilization, efficiency, throughput, and capacity Create dashboards and reporting used by leadership for planning and decision-making Establish baseline performance metrics and define improvement targets over time Tooling & Systems Own the selection, configuration, and optimization of tools used by Professional Services Reduce or eliminate manual reporting and spreadsheet-heavy workflows Improve data consistency and reliability across systems (e.g., CRM, collaboration tools) Define and enforce clear sources of truth for operational and client data Process & Enablement Design, document, and maintain scalable standard operating procedures Improve onboarding and handoff workflows to ensure teams start projects with complete information Partner with services leadership to drive adoption, training, and accountability Identify bottlenecks and implement process improvements that scale with growth Cross-Functional Collaboration Partner with Finance to align operational metrics with cost and planning models Partner with Customer Success to incorporate quality, retention, and churn insights Improve Sales-to-Services handoffs and cross-team communication Translate data into clear, actionable recommendations for leadership Problems You’ll Help Solve Fragmented tools and duplicated data with no single source of truth Manual, time-consuming reporting that limits strategic planning Inefficient onboarding and handoffs that delay delivery and frustrate clients Overuse of meetings and collaboration tools that reduce time on task Operational risk caused by undocumented processes and single points of failure Limited visibility into ROI of staffing and investment decisions What Success Looks Like Leadership has trusted visibility into cost vs. output vs. revenue Core services processes are standardized, documented, and adopted Manual reporting work is significantly reduced Onboarding and handoffs are faster, cleaner, and more consistent Operational data directly informs staffing and investment decisions

Requirements

6+ years of experience in operations, analytics, business operations, and/or services operations
Experience supporting Professional Services, SaaS services, consulting, or delivery-based teams
Design, build, and maintain scalable dashboards and reporting solutions using Power BI and SQL-based data models.
Strong analytical skills with the ability to turn data into operational decisions
Hands-on experience with reporting tools, dashboards, and workflow systems
Proven ability to build processes and drive adoption across teams
Comfortable partnering with Finance and Customer Success stakeholders
Highly organized, proactive, and able to operate with autonomy

Responsibilities

Build and maintain reporting that ties cost, headcount, output, and revenue together
Develop metrics around utilization, efficiency, throughput, and capacity
Create dashboards and reporting used by leadership for planning and decision-making
Establish baseline performance metrics and define improvement targets over time
Own the selection, configuration, and optimization of tools used by Professional Services
Reduce or eliminate manual reporting and spreadsheet-heavy workflows
Improve data consistency and reliability across systems (e.g., CRM, collaboration tools)
Define and enforce clear sources of truth for operational and client data
Design, document, and maintain scalable standard operating procedures
Improve onboarding and handoff workflows to ensure teams start projects with complete information
Partner with services leadership to drive adoption, training, and accountability
Identify bottlenecks and implement process improvements that scale with growth
Partner with Finance to align operational metrics with cost and planning models
Partner with Customer Success to incorporate quality, retention, and churn insights
Improve Sales-to-Services handoffs and cross-team communication
Translate data into clear, actionable recommendations for leadership