Full-Time Chief Operating Officer (COO)

The Opportunity: We're seeking a highly experienced, dynamic, and results-oriented Chief Operating Officer (COO) to join our executive leadership team. This is a pivotal role with end-to-end responsibility for the company's day-to-day operational performance and execution against strategic objectives.

Key Responsibilities:

1. Operational Leadership & Strategy Execution: Translate CEO's vision into actionable operational plans and measurable outcomes. Develop operational policies, procedures, and best practices. Monitor performance against key metrics, identifying improvements and implementing corrective actions. Lead cross-functional initiatives for operational excellence, streamlined workflows, and enhanced customer satisfaction.
2. Company Transformation Leadership: Spearhead and manage major transformation initiatives in close partnership with the CEO. Identify areas for operational/organizational change and develop comprehensive plans. Drive adoption of new processes, technologies, and structures. Communicate progress, challenges, and successes to all stakeholders.
3. Team Leadership & Management: Lead and mentor operational functions, including:
   • Customer Success: Oversee strategies for maximizing customer satisfaction, retention, and lifetime value. Drive service delivery models tailored for a SaaS technology company.
   • Mergers & Acquisitions (M&A): Lead operational integration of acquired companies.
   • Support: Enhance customer support operations for exceptional service.
   • Information Technology (IT): Lead internal IT functions for robust and secure technology systems.
   • Value Creation Programs: Develop and execute initiatives for business value and growth.
   Foster a culture of accountability and operational excellence.
4. Cross-Functional Alignment & Collaboration: Drive alignment and collaboration across departments to ensure cohesive execution. Act as a central point of coordination for major initiatives, optimizing resources and managing interdependencies. Communicate operational performance, challenges, and opportunities to executive stakeholders.
5. Growth, Scale & Value Creation: Implement operational improvements for rapid growth and scalability. Proactively anticipate challenges and develop solutions. Contribute to identifying new revenue streams and cost efficiencies.

Qualifications: Bachelor's degree required; MBA or related advanced degree a plus. 15+ years of progressive leadership experience in operations; at least 7 years in a senior executive role (e.g., VP of Operations, Head of Operations, or COO) within a SaaS technology company. Demonstrated expertise in developing and implementing effective service delivery models for SaaS products. Proven experience driving customer success strategies, leading and optimizing IT functions, and leading successful transformation initiatives. Experience scaling operations in a high-growth environment. Strong strategic thinking, problem-solving, financial acumen, and ability to thrive in a fast-paced environment. Experience working closely with a CEO and Board of Directors.

Compensation Package: Placement within our pay range will vary based on knowledge, skills, experience, and market location variations as well as internal peer equity.

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