Note: The job is a remote job and is open to candidates in USA. LighthouseAI is a company that provides pharmaceutical state licensing software and services. They are seeking a Licensing Operations Manager, a senior-level role responsible for leading a team within the Professional Services organization, managing client portfolios, and ensuring quality in licensing processes.
Responsibilities
- Lead, coach, and develop a pod team consisting of 2-3 PMs and 2-3 Application Specialists, fostering a culture of accountability, quality, and continuous improvement
- Serve as the primary escalation point for pod team members on complex licensing issues, client conflicts, and regulatory questions
- Provide day-to-day guidance to team members on company policies, procedures, and regulatory standards applicable to state licensing
- Conduct regular one-on-ones and team check-ins to monitor workload balance, performance, and professional development
- Collaborate with the Director of Professional Services on resource planning, capacity management, and performance feedback for pod members
- Model exemplary performance standards and represent the company's culture and values in all client and internal interactions
- Oversee the licensing portfolios of all clients assigned to the pod, ensuring accurate, timely, and compliant management of initial applications, change-of events (COEs), and any non-renewal licensing activity
- Serve as a senior client contact for escalated issues, relationship management, and complex licensing scenarios requiring experienced judgment
- Review questionnaires and business model assessments with clients; ensure pod team members are gathering complete and accurate information to support application completion
- Ensure superior customer satisfaction across the pod's client portfolio through proactive communication, issue resolution, and expectation management
- Maintain accurate and current client information across all internal systems and databases
- Perform first-pass quality review on all licensing applications (initial licenses and change-of events) completed by the pod's Application Specialists prior to submission to the central QA function
- Review applications for accuracy, completeness, and adherence to applicable state regulatory requirements before advancing to QA sign-off
- Assist Application Specialists in identifying and resolving application deficiencies raised by state licensing boards on behalf of clients
- Consolidate and compile applications as needed, maintaining oversight of the pod's full application pipeline
- Ensure the pod's internal database accurately reflects application status, progression, and all associated tasks and requirements
- Review and manage outgoing and incoming physical and electronic correspondence related to the pod's client portfolio
- Monitor pod-level metrics including application turnaround times, deficiency rates, client satisfaction, and QA first-pass accuracy
- Report pod performance to the Director of Professional Services on a regular cadence, surfacing risks, blockers, and improvement opportunities
- Collaborate with the Director and QA Manager to identify process improvements and implement standardized best practices across pods
- Contribute to special projects and cross-functional initiatives as assigned by senior leadership
Skills
- 5+ years of experience in state licensing project management within pharmaceutical supply chain, cannabis, or a similarly regulated industry
- Demonstrated ability to manage complex client portfolios with multiple concurrent licensing activities
- Strong working knowledge of state licensing regulatory requirements, application processes, and board interactions
- Experience reviewing and quality-checking licensing applications for accuracy and completeness
- Excellent written and verbal communication skills; ability to manage senior client relationships with confidence and professionalism
- Proficiency in Microsoft Office Suite and licensing/project management software platforms
- Prior experience in a team lead, senior, or mentorship role with responsibility for guiding junior staff
- Familiarity with QA review processes or compliance documentation standards
- Experience working in a pod, squad, or cross-functional team structure
Company Overview
Company H1B Sponsorship