Director, Digital Operations

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
• 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.