
Licensing Operations Manager
LighthouseAI · United States
- Hybrid
- Full-time
- $100,000 / year
- United States
Job highlights
- Lead and develop a client pod team.
- Manage client licensing lifecycle end-to-end.
- Oversee 50-70 client licensing portfolios.
- Perform quality review on all applications.
- Drive client satisfaction and operational excellence.
About the role
About LighthouseAI
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, progression, and all associated tasks and requirements.
- Review and manage outgoing and incoming physical and electronic correspondence related to the pod's client portfolio.
Performance & Reporting
- 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.
Supervisory Responsibilities
This position carries direct supervisory responsibility for pod team members (Sr PM, PMs, and Application Specialists). The Licensing Operations Manager is expected to embody and represent the company's culture and hold team members accountable to performance standards, client commitments, and regulatory compliance obligations.Qualifications
Required
- 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.
Preferred
- 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.
Key skills/competency
- State Licensing
- Project Management
- Team Leadership
- Client Relationship Management
- Quality Assurance
- Regulatory Compliance
- Pharmaceutical Supply Chain
- Application Processing
- Performance Monitoring
- Process Improvement
Skills & topics
- Licensing Operations Manager
- State Licensing
- Project Management
- Team Leadership
- Client Management
- Regulatory Compliance
- Pharmaceutical
- Cannabis Industry
- Application Review
- Quality Assurance
- Professional Services
- Operations Management
How to get hired
- Tailor your resume: Highlight 5+ years in state licensing project management, focusing on regulated industries like pharma or cannabis.
- Showcase leadership: Emphasize experience managing complex portfolios and leading teams, even informally, in your application.
- Demonstrate regulatory expertise: Detail your knowledge of state licensing requirements and application processes in your cover letter.
- Prepare for interviews: Be ready to discuss client relationship management, quality assurance, and your approach to team development.
Technical preparation
Master state licensing regulations and processes.,Become proficient with MS Office and relevant software.,Practice reviewing applications for accuracy.,Understand project management methodologies.
Behavioral questions
Describe a complex client issue you resolved.,How do you motivate and develop a team?,How do you ensure quality in your work?,How do you manage competing priorities?
Frequently asked questions
- What are the core responsibilities of a Licensing Operations Manager at LighthouseAI?
- The Licensing Operations Manager at LighthouseAI leads a client pod, managing the end-to-end licensing lifecycle for approximately 50-70 clients. Key responsibilities include team leadership, client portfolio management, and performing quality reviews on licensing applications before final submission.
- What industry experience is preferred for the Licensing Operations Manager role at LighthouseAI?
- LighthouseAI prefers candidates with at least 5 years of experience in state licensing project management, specifically within highly regulated industries such as the pharmaceutical supply chain or cannabis sector. Experience in similar regulated industries is also valuable.
- Is the Licensing Operations Manager role at LighthouseAI a remote or on-site position?
- The job description does not explicitly state the work arrangement. However, roles with significant team leadership and client interaction often suggest a hybrid or on-site presence might be preferred. It is best to clarify this during the application process.
- What kind of team will the Licensing Operations Manager lead at LighthouseAI?
- The Licensing Operations Manager will lead a 'pod' team consisting of 2-3 Project Managers (PMs) and 2-3 Application Specialists. This role involves coaching, developing, and providing day-to-day guidance to these team members.
- What are the key qualifications for the Licensing Operations Manager position at LighthouseAI?
- Required qualifications include 5+ years in state licensing project management in a regulated industry, ability to manage complex client portfolios, strong knowledge of licensing regulations and processes, experience with application quality review, excellent communication skills, and proficiency in Microsoft Office Suite and relevant software.
- What does 'player-coach' mean in the context of the Licensing Operations Manager role at LighthouseAI?
- A 'player-coach' role means the Licensing Operations Manager will both manage and lead a team (coach) and also remain involved in hands-on operational tasks, such as performing quality reviews on applications and handling escalated client issues (player).
- How does LighthouseAI use technology in its compliance tracking?
- LighthouseAI utilizes artificial intelligence through its product, LighthouseAI Intelligence®, to automate compliance requirement research. They also offer LighthouseAI Management® for ongoing maintenance, aiming to streamline the state licensing experience.