Senior Manager, Operations & Tooling

LighthouseAI provides pharmaceutical state licensing software and services to pharmaceutical manufacturers, wholesale distributors, logistics companies, and pharmacies. The LighthouseAI product suite includes LighthouseAI Intelligence®, which uses artificial intelligence to automate compliance requirement research, and LighthouseAI Management® which enables maintenance. LighthouseAI creates a stress-free and streamlined state licensing experience with support from our expert industry veterans and professional solutions.

We are looking for a Senior Manager, Operations & Tooling to build and own the operational foundation that enables our Professional Services department, and the organization broadly, to scale efficiently, consistently, and with high quality. 

This role sits at the intersection of operations, analytics, and systems. You will be responsible for standardizing processes, improving tooling and data reliability, and delivering actionable insights that help leadership understand efficiency, cost, quality, and growth. Reporting directly to senior leadership, you will partner closely with Finance and Customer Success while serving as the operational backbone of the organization. 

If you enjoy turning complexity into clarity, building systems that actually get used, and eliminating manual work, this role is for you.

This is a full-time remote position.
Working Hours: Monday-Friday 8am-4:30pm ET

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

Work Experience Qualifications:

• 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

 Compensation:  $100,000 - $125,000 annual base salary

Benefits:

• Health, Dental, Vision Insurance
• STD, LTD, Life Insurance
• 401(k)
• PTO and Paid Holidays