Director, Digital Operations

The Leading Hotels of the World

. Lead Digital Operations across hotel implementation and integration, advanced digital support, and digital marketing operations and enablement .

Posted 9/25/2026full-timeNew York City • New York • United StatesLead💰 $140,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

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
Provide operational leadership for complex implementation, integration, and production issues
Support operational planning and prioritization within a shared budget model
Lead hotel onboarding, implementation, integration, launch readiness, and transition to ongoing operations
Oversee Level 2/3 support and escalation for hotel-facing digital capabilities
Establish and improve escalation paths, issue ownership, service expectations, handoffs, and knowledge transfer
Ensure operational readiness for new and enhanced digital capabilities
Oversee Digital Marketing Operations & Enablement
Partner with Marketing and the Salesforce Center of Excellence on marketing technology operations and enablement
Drive adoption and effective use of digital capabilities across member hotels and internal business teams
Monitor operational performance and service quality to identify improvement opportunities
Drive continuous improvement across processes, tools, knowledge, service practices, and the Digital Operations operating model
Build relationships with member hotels and internal business teams
Coordinate operational requirements through delivery and transition into production
Lead and develop a multi-disciplinary Digital Operations organization
Set direction, priorities, performance expectations, accountability, roles, and decision rights
Coach and develop team leaders and individual contributors
Foster a service and performance culture focused on member hotel and business needs

Requirements

What you’ll need

8+ years of relevant experience across technical business analysis, digital platform implementation, enterprise SaaS platforms, vendor management, or functional solution delivery
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
Experience managing platform vendors and implementation partners
Experience coordinating solution delivery, integrations, testing, and release readiness across business, technology, data, vendor, and implementation teams
Experience leading user acceptance testing, business validation, and functional release-readiness activities
Experience leading platform enhancements or implementation initiatives
Ability to assess and resolve moderately complex platform, implementation, vendor, dependency, and release challenges
Strong cross-functional communication and influence skills
Ability to create alignment without formal people-management authority

Benefits

Comp & perks

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
Unlimited access to financial advisors
Collaborative and inclusive work environment
Target Annual Incentive bonus: 20%