Chief Operating Officer

The Chief Operating Officer (COO) plays a pivotal role in translating strategy into execution, scaling operations, and ensuring cross-functional alignment. As the CEO’s right hand, the COO leads with speed, accountability, and precision—building the organizational muscle needed to grow efficiently and sustainably. This role is ideal for a builder-operator who thrives in high-growth SaaS environments and understands how to scale people, systems, and customer experience without losing agility or quality.WHAT DEFINES THE IDEAL COOThinks like a builder/operator, not just a process managerObsessed with speed, scalability, and executionBalances structure vs. flexibility based on growth phaseCombines data-informed decisions with action biasCapable of attracting and retaining top-tier talent in high-velocity environmentsKEY RESPONSIBILITIESOperational Leadership & ExecutionTranslate strategic goals into operational plans and drive execution across departments (Sales, CS, Support, Product Ops, etc.)Build and refine systems and processes that support rapid, sustainable growthEstablish company-wide KPIs, OKRs, dashboards, and business cadence (e.g., QBRs, leadership reviews)Customer Lifecycle Ownership (Post-Sales)Oversee onboarding, implementation, customer training, and supportReduce churn, improve product adoption, and accelerate time-to-valueBuild scalable customer education and enablement programsLeverage automation and AI (chat, voice, CRM triggers) to deliver efficient but personalized supportM&A, Strategic Partnerships & CEO LeverageLead or support M&A diligence and post-deal integrationRepresent the company in strategic conversations with partners or investorsTake ownership of internal initiatives to free up CEO capacityCross-Functional AlignmentEnsure tight coordination between Sales, Marketing, Product, Finance, and Customer ExperienceOptimize post-sales handoffs to improve retention, expansion, and NRREstablish feedback loops from customer-facing teams to product/engineeringStrategic Projects & Growth InitiativesLead initiatives like pricing strategy, market expansion, and packaging optimizationOwn complex, cross-functional projects that drive strategic advantageTeam & Organizational DevelopmentBuild high-performing org structures across post-sales, RevOps, and supportDrive performance management, cultural alignment, and operational excellenceDesign scalable processes that avoid chaos during hypergrowthRevenue Operations OversightAlign Sales, CS, and Marketing with unified systems and process disciplineLead RevOps or oversee it directly in absence of a VP/DirectorEnsure integration and optimization of tools (CRM, billing, CPQ, etc.)IDEAL CANDIDATE PROFILE10+ years of senior leadership experience in SaaS or B2B tech, ideally with ownership of Customer Experience, Support, or COO-level responsibilitiesProven success scaling post-sales orgs that deliver high NRR and exceptional customer outcomesDeep understanding of onboarding, enablement, training, and churn reductionExperience implementing AI and automation to scale support and CXHighly organized, outcome-oriented, and trusted in executive settingsWHAT SUCCESS LOOKS LIKECustomers onboard faster, stay longer, and become advocatesPost-sales operations scale smoothly without compromising experienceInternal and external training programs are repeatable, structured, and effectiveThe CEO is empowered to focus on growth and strategy while execution runs seamlesslyPlease email resumes to: Wage (based on experience and/or knowledge)401kPaid Time Off, Holiday Pay and Bereavement Pay #J-18808-Ljbffr

Created: 2025-09-17