The Opportunity: Chief Operating Officer

Location: Remote (EST Hours)

Company Overview

A rapidly growing, mission-driven organization is seeking a Chief Operating Officer to help lead the next phase of organizational growth and transformation. The organization serves a large and expanding customer base and is focused on enhancing customer experience, improving operational effectiveness, building scalable systems, and creating the infrastructure necessary to support continued expansion.

Position Overview

Reporting directly to the CEO, the Chief Operating Officer will serve as a key member of the executive leadership team and help shape the future direction of the organization.

The COO will oversee multiple operational functions, including customer-facing operations, program delivery, portfolio and project management, procurement, vendor management, and process improvement initiatives. This individual will be responsible for building structure, accountability, and operational rigor while helping the organization scale efficiently through a period of significant growth and transformation.

This role is ideal for an experienced operator who thrives in complex, fast-paced environments and enjoys balancing strategic leadership with hands-on execution.

Key Responsibilities

• Lead enterprise-wide operational functions and strategic initiatives.
• Drive operational excellence, process improvement, and organizational effectiveness.
• Oversee large-scale customer experience and service delivery operations.
• Improve customer satisfaction, service levels, and operational performance metrics.
• Lead portfolio management, project management, and cross-functional execution efforts.
• Build scalable processes, operating rhythms, and accountability structures across the organization.
• Partner with executive leadership to execute growth and transformation priorities.
• Develop and mentor high-performing leaders and teams.
• Manage key vendor relationships and outsourced service providers.
• Support long-term growth through organizational planning, resource allocation, and continuous improvement initiatives.

Qualifications

The ideal candidate is an experienced executive leader with a proven track record of leading large, customer-facing operational organizations through growth, change, and transformation.

Candidates should bring experience in areas such as:

• Customer Experience (CX) and contact center leadership
• Large-scale operations management
• Enterprise PMO or portfolio management
• Process improvement and operational excellence
• Organizational scaling and transformation
• Vendor management and strategic partnerships
• Building and leading high-performing teams

The successful candidate will be a collaborative, data-driven leader who can influence across functions, establish credibility quickly, and drive results in a complex and evolving environment.

Compensation

Mid $350K's + benefits