Chief Operating Officer

The Chief Operating Officer (COO) is a senior executive responsible for the day-to-day operational leadership of the organization, with direct oversight of both the Operations and Customer Service functions. Working closely with the CEO and executive team, the COO translates company strategy into executable plans, builds scalable systems and processes, and ensures an exceptional, consistent experience for every customer. This role demands a hands-on leader who can balance high-level strategic thinking with operational rigor — someone who drives efficiency, accountability, and service excellence across the business.

Qualifications & Experience

•      Bachelor's degree in Business Administration, Operations Management, or a related field; MBA or equivalent advanced degree preferred.

•      5–10+ years of progressive leadership experience in operations, with at least 1–3 years in a senior/executive role overseeing multiple teams or departments.

•      Proven track record managing customer service or customer experience functions, with measurable improvements in service metrics.

•      Strong financial acumen, including budgeting, forecasting, and P&L oversight.

•      Experience scaling processes, systems, and teams in a growing organization.

•      Proficiency with modern business tools (CRM, helpdesk/ticketing platforms, project management software, and reporting/BI tools).

Key Competencies

•      Strategic Execution — converts vision into structured, measurable operational plans.

•      People Leadership — inspires, develops, and holds teams accountable at all levels.

•      Customer Focus — relentless commitment to service quality and customer satisfaction.

•      Analytical Decision-Making — uses data and KPIs to guide priorities and improvements.

•      Communication — communicates clearly and persuasively with executives, teams, and customers.

•      Problem-Solving — anticipates issues, resolves escalations, and removes operational roadblocks.

•      Adaptability — thrives in fast-paced environments and leads teams confidently through change.

Strategic & Executive Leadership

•      Partner with the CEO to define and execute the company's strategic vision, translating goals into operational roadmaps with clear milestones and owners.

•      Serve as a key member of the executive leadership team, contributing to company-wide decisions on growth, budgeting, staffing, and organizational design.

•      Establish and monitor company-wide KPIs and OKRs; report performance, risks, and opportunities to the CEO and stakeholders.

•      Drive cross-departmental alignment, ensuring Operations, Customer Service, Sales, and Finance work toward shared objectives.

Operations Management

•      Own end-to-end business operations, including workflow design, resource planning, vendor management, and service delivery.

•      Design, document, and continuously improve standard operating procedures (SOPs) to increase efficiency, reduce costs, and support scale.

•      Oversee operational budgets, forecasting, and cost-control initiatives in collaboration with Finance.

•      Implement and optimize tools, systems, and automation that improve productivity and data visibility across teams.

•      Identify operational risks and build contingency plans to safeguard business continuity and compliance.

Customer Service Leadership

•      Lead the Customer Service team, setting service standards, response-time targets, and quality benchmarks that deliver a best-in-class customer experience.

•      Develop and track customer service KPIs (CSAT, NPS, first-response time, resolution time, retention) and drive continuous improvement against them.

•      Build escalation frameworks and ensure complex or high-priority customer issues are resolved promptly and professionally.

•      Use customer feedback and service data to inform product, process, and policy improvements across the organization.

•      Champion a customer-first culture company-wide, ensuring every department understands its impact on the customer experience.

Team Leadership & Development

•      Recruit, mentor, and retain high-performing managers and team members across Operations and Customer Service.

•      Set clear performance expectations, conduct regular reviews, and create development pathways for team growth.

•      Foster a culture of accountability, collaboration, and continuous improvement.

•      Lead change management initiatives, ensuring teams adapt smoothly to new processes, tools, and business priorities.