Chief Operating Officer

RHH202402

Technology

THE COMPANY

Our client is a rapidly growing privately held managed service provider in the technology industry serving small and mid-sized companies across multiple industries. Headquartered in Southeastern Michigan, the company has built a sterling reputation with a high performing culture committed to core values which include and are not limited to integrity, communication, hard work, consistency, and teamwork.

THE OPPORTUNITY

Our client is seeking an operations leader with a strong financial acumen and a true integrator who will provide effective leadership and guidance to cross functional teams. The role will require a creative out-of-the-box thinker with a get-it-done mentality in a hybrid environment. The Chief Operating Officer (COO) must positively influence, coach, and manage a team working remotely, as well as provide continuous improvement within the lifecycle of services and processes. The COO will be well respected by others and calm in the storm while seeking to understand the people and overall business strategy and assist in creating a roadmap of how they can achieve business objectives to reach the next level.

This position reports to the Chief Executive Officer (CEO)/Owner with five (5) direct reports.

JOB DEFINITION

The ideal candidate will be technically savvy and well experienced in strategic planning, client service, operational excellence, and team management. The COO must have deep operational and financial knowledge to manage multiple business units and maintain supreme client service that retains existing clients and attracts new clients. It is essential that this person be highly communicative across all levels of the organization and foster a collaborative environment between all teams.

SKILLS

This position will be a strategic partner to the CEO and management team and be responsible for managing operations, technology, and P&L of the services business while maintaining the people first culture.

Support the company’s delivery of best-in-class services to a growing community of clients, enhance the value of services, improve client relationships, and seek ways to further expand service offerings.
Coach and mentor a dynamic team. Creative problem solver with internal and external teams and serves as the escalation point for all the team. Consistent communication delivered in a professional manner with all levels of management, employees, and clients.
Understand clients’ business needs and apply knowledge of the company’s products to meet those needs.Ensure quality of service by gaining a thorough and detailed knowledge of technical specifications and other features of client’s systems.
Develops business plans and reports on the status of the business operations that enable management to assess performance and progress.
Implement the necessary technology, personnel, process, and operational oversight in order to accomplish business goals and objectives.
Ensure the provision of a reliable, scalable, and secure technology and operations environment that enables clients to effectively utilize the deployed services to run their businesses.
Maintain a cadence of regular meetings with co-workers and management.

Leadership and Management:

Develop in-depth understanding of technology managed service industry, competitors, suppliers, and clients to achieve business objectives.
Strategic planning; provide an in-depth analysis and insight into the capital, technology, process, and personnel investments. Develop short- and long-term strategies that will allow the company to achieve competitive advantages, service leadership, new product offerings, and costing efficiencies.
Create, communicate, and deploy effective growth strategies, technology, organizational development, and standard operating procedures through operational excellence.
Identify key finance and operational metrics and use this information to enable continuous improvement.
Meet client requirements by directing operations according to established company policies. Ensure that quality, cost, and production targets and metrics are identified and delivered.
Provide expertise to the management team in the development and implementation of an overall service and growth business strategy.
Implement current and new business activities by developing plans and strategies to meet client requirements and support internal team.
Lead administration of hiring staff, recommend pay increases, perform performance reviews, training, and development of staff, resource management, assign work, meet completion dates, define, and ensure consistent application of organizational policies.

BACKGROUND EXPERIENCE

10+ years’ experience in operational management and leadership running an organization.
P&L management and a strong financial acumen is a must. Analytical skills, including P&L, budget planning, understanding pricing strategies and the ability to create highly accurate revenue forecasting models.
Must be an out of the box thinker and creative problem solver.
Technology background is not required and is a plus. Experience in outsourced IT services is a plus.
Entrepreneurial Operating System (EOS) is not required and is a plus. Enterprise sales knowledge is a plus.
Proven track record as Chief Operating Officer, VP of Operations and/or General Manager.
Strong work ethic, e.g., “roll-up your sleeves” leader; culture driven, intelligent and proactive leader who inspires the team toward shared goals and purpose.
Leadership and communication skills involving employees, customers, peers, and suppliers.
Self-motivated and works well with a degree of autonomy while ensuring that the owner is dialed in.
Minimal travel required.

Education:

Bachelor’s degree in business, management or finance, or equivalent combination of education and operational experience.

If you have these qualifications and are looking for a challenging career, please submit your Resume using the button below.

Sam Frank

VP, Executive Search & Lead Consultant

Nicole Regula

VP, Executive Recruitment Operations