Director, Digital Operations

About this role

Position Overview

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.

In our newly created Digital organization, 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.

This is a full-time position located in New York City. We offer flexible workplace policies that allow for working remotely 3 days a week and require being in our NYC office 2 days a week (Wednesdays and Thursdays).

Key Responsibilities

• Digital Operations Leadership
• 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.
• Hotel Implementation, Integration & Support
• 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.
• Digital Marketing Operations & Enablement
• 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.
• Operational Excellence & Continuous Improvement
• 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.
• Cross-Functional Partnership
• 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.
• People Leadership
• 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.

Experience & Qualifications

• Bachelor's degree or equivalent professional experience.
• 8+ years of experience in digital operations, customer enablement, implementation leadership, SaaS/platform operations, digital service delivery, or related functions.
• Demonstrated experience leading multiple digital operational functions, including implementation, integration, advanced support, service delivery, and platform enablement.
• Experience overseeing customer, partner, or hotel onboarding and implementation, including readiness planning, deployment coordination, launch, and transition to ongoing operations.
• Strong understanding of digital support and service management, including tiered support models, Level 2/3 support, escalation management, production issue resolution, and effective handoffs between support teams.
• Experience establishing and improving operational processes, service standards, performance measures, and continuous improvement practices to strengthen service quality and operational effectiveness.
• Demonstrated ability to drive digital platform adoption through training, enablement, change management, and operational support for internal business teams and external stakeholders.
• Experience partnering with Digital Product, Platform, Technology, vendors, and implementation partners to resolve complex operational issues, support production readiness, and improve digital capabilities.
• Strong cross-functional leadership and stakeholder management skills, with the ability to build relationships, influence priorities, and coordinate effectively across business and technology teams.
• Strong analytical, communication, and problem-solving skills, with the ability to evaluate operational performance, identify improvement opportunities, and communicate complex operational and technical issues to different audiences.
• Demonstrated people leadership experience, including leading multidisciplinary teams, setting priorities and performance expectations, coaching and developing talent, and establishing accountability.
• Compensation
• Annualized Salary Range: $140,000 - $160,000
• Target Annual Incentive bonus: 20%
• **Actual compensation within that range will be dependent upon the individual's skills and experience.

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• 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

About The Leading Hotels Of The World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon.

The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club.

From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps - and beyond - explore, find inspiration, and experience unforgettable travel moments. For more information visit: www.lhw.com, Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.