About this opportunity
Ultimate Asset lists this Director of Customer Operations opportunity in new york city (brooklyn), New York. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Director of Customer Operations (Founding CS & Ops Lead) - AI-Native Hotel Tech Start-up
Up to $180k OTE (base + 20% bonus) + equity
Based in Brooklyn, New York – in the office 4 days a week
Company
This company is building an AI-native operating system for independent hotels.
Hotels have historically run on large back-office teams and a patchwork of clunky, dated tech – this company automates as much of that work as possible.
They've started with everything around revenue optimisation – dynamic pricing, Google Ads and digital marketing – and their USPs fall into three categories:
Automation, not headcount - they're replacing work hotels currently pay agencies and marketing managers to do
Pay when you earn - outcome-based pricing, they only make money when the hotel does
Almost no software competition - they're competing with agencies and labour, not other tech
Exciting Bits
$1m+ in revenue in their first 10 months, with big growth targets for 2027
A blank sheet of paper - there's no CS function yet, you'll define what customer success looks like
A real mix of customers - from small independents to \"whale\" accounts worth $150k+ a year
Implementation is mostly automated - so your time goes on strategy and customers, not admin
Backed by a top-tier VC
A founding leadership seat with a team to build
The Role
Own everything after a hotel signs - onboarding, implementation, retention and expansion
Build the CS function - customer tiers, health scoring, runbooks, check-in cadences and escalation
Decide what needs a human and what gets automated
Run commercially sharp performance conversations with hotel owners and GMs
Turn customer feedback into input for Product and Engineering
Hire and lead the Customer Success and Implementation team
The Requirements
You've managed a high-volume SMB book and owned retention, expansion or revenue outcomes
Super sharp, first-principles thinker who builds systems from scratch
Eloquent, trustworthy and great in front of customers - including when delivering hard messages
Technically curious - comfortable in Google Tag Manager, analytics and conversion tracking (no coding needed)
Uses AI day to day
Hospitality, hotel tech, performance marketing or zero-to-one start-up experience is a big plus
Ultimate Asset is proud to be an equal employment opportunity employer. We do not discriminate based upon race, colour, gender, sexual orientation, gender identity, gender expression, age, status, origin, disability, or any other basis covered by law. All employment is decided on the basis of merit, qualification & business need. We celebrate diversity and encourage you to apply to opportunities here at Ultimate Asset.
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.