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 ETEssential Duties And ResponsibilitiesOperations, Analytics & InsightsBuild and maintain reporting that ties cost, headcount, output, and revenue togetherDevelop metrics around utilization, efficiency, throughput, and capacityCreate dashboards and reporting used by leadership for planning and decision-makingEstablish baseline performance metrics and define improvement targets over timeTooling & SystemsOwn the selection, configuration, and optimization of tools used by Professional ServicesReduce or eliminate manual reporting and spreadsheet-heavy workflowsImprove data consistency and reliability across systems (e.g., CRM, collaboration tools)Define and enforce clear sources of truth for operational and client dataProcess & EnablementDesign, document, and maintain scalable standard operating proceduresImprove onboarding and handoff workflows to ensure teams start projects with complete informationPartner with services leadership to drive adoption, training, and accountabilityIdentify bottlenecks and implement process improvements that scale with growthCross-Functional CollaborationPartner with Finance to align operational metrics with cost and planning modelsPartner with Customer Success to incorporate quality, retention, and churn insightsImprove Sales-to-Services handoffs and cross-team communicationTranslate data into clear, actionable recommendations for leadershipProblems You’ll Help SolveFragmented tools and duplicated data with no single source of truthManual, time-consuming reporting that limits strategic planningInefficient onboarding and handoffs that delay delivery and frustrate clientsOveruse of meetings and collaboration tools that reduce time on taskOperational risk caused by undocumented processes and single points of failureLimited visibility into ROI of staffing and investment decisionsWhat Success Looks LikeLeadership has trusted visibility into cost vs. output vs. revenueCore services processes are standardized, documented, and adoptedManual reporting work is significantly reducedOnboarding and handoffs are faster, cleaner, and more consistentOperational data directly informs staffing and investment decisionsWork Experience Qualifications6+ years of experience in operations, analytics, business operations, and/or services operationsExperience supporting Professional Services, SaaS services, consulting, or delivery-based teamsDesign, 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 decisionsHands-on experience with reporting tools, dashboards, and workflow systemsProven ability to build processes and drive adoption across teamsComfortable partnering with Finance and Customer Success stakeholdersHighly organized, proactive, and able to operate with autonomyCompensation: $100,000 - $125,000 annual base salaryBenefitsHealth, Dental, Vision InsuranceSTD, LTD, Life Insurance401(k)PTO and Paid Holidays