Licensing Operations Manager

LighthouseAI
Where technology meets industry experience to deliver next-level compliance tracking for users

LighthouseAI provides pharmaceutical state licensing software and services to pharmaceutical manufacturers, wholesale distributors, logistics companies, and pharmacies. The LighthouseAI product suite includes LighthouseAI Intelligence®, which uses artificial intelligence to automate compliance requirement research, and LighthouseAI Management® which enables maintenance. LighthouseAI creates a stress-free and streamlined state licensing experience with support from our expert industry veterans and professional solutions.

Position Summary

The Licensing Operations Manager is a senior-level player-coach role responsible for leading a dedicated client pod within the Professional Services organization. This position bridges the operational expertise of a State Licensing Project Manager with foundational team leadership responsibilities, serving as the primary point of accountability for pod performance, client satisfaction, and licensing quality. The Licensing Operations Manager will manage a team of Project Managers and embedded Application Specialists, owns the end-to-end client licensing lifecycle for an assigned portfolio of approximately 50–70 clients, and performs first-pass quality review on all applications produced by the pod prior to final sign-off.

This role is ideal for a high-performing team member ready to take the next step into team leadership without fully stepping away from hands-on client and licensing work.

Essential Duties and Responsibilities:

Team Leadership & Development

- 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.

Client Portfolio Management

- 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.

Licensing Operations & Quality

- 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,