Chief Operating Officer

Position Overview The Chief Operating Officer (COO) is responsible for driving operational excellence, execution of business strategy, and cross-functional alignment across technology, delivery, sales enablement, customer success, marketing operations, HR, and compliance. The COO works closely with the CEO, CTO, and CFO to scale the organization efficiently while maintaining quality, security, and customer satisfaction. Key Responsibilities 1. Strategic & Operational Leadership Translate company vision and strategy into operational plans and execution roadmaps Establish KPIs, OKRs, and performance management systems Ensure alignment between product, engineering, sales, and marketing functions Lead annual operating plans, capacity planning, and budgeting with finance 2. Software Delivery & Engineering Operations Oversee end-to-end software delivery across Agile / Hybrid SDLC models Ensure predictable delivery timelines, quality metrics, and release governance Drive adoption of DevOps, automation, CI/CD, and cloud operations best practices Standardize project management, resource allocation, and delivery reporting 3. Process Excellence & Governance Design, implement, and continuously improve operational processes Own process documentation, SOPs, and internal audits Ensure compliance with: ISO 27001 (ISMS) ISO 9001 (QMS) SOC 2 (where applicable) Establish risk management and internal control frameworks 4. Revenue Operations & Sales Enablement Partner with Sales & Marketing leaders on pipeline health, forecasting, and deal governance Optimize lead-to-cash processes including CRM, contracts, and billing flows Ensure operational readiness for enterprise and global customers Improve customer onboarding, delivery handoff, and success metrics 5. Customer Success & Service Management Drive customer satisfaction, retention, and renewal performance Establish escalation management, SLAs, and service quality benchmarks Monitor customer feedback and ensure corrective actions 6. People Operations & Organizational Scaling Oversee hiring, resource planning, and workforce productivity Implement performance reviews, career paths, and leadership development Foster a culture of accountability, collaboration, and continuous improvement Ensure employee compliance with security, ethics, and company policies 7. Technology, Security & Infrastructure Oversight Govern internal IT, cloud infrastructure, and SaaS tool stack Ensure data security, privacy, and business continuity practices Sponsor incident management, disaster recovery, and resilience planning Work with CTO/IT leaders to balance innovation and operational stability 8. Financial & Commercial Operations Support revenue growth while maintaining cost efficiency and margins Monitor unit economics, delivery profitability, and utilization Drive vendor management, procurement, and contract governance Required Qualifications Experience 10+ years of experience in software, SaaS, or IT services organizations 5+ years in a senior operations or leadership role (COO, VP Operations, Head of Delivery) Strong background in: Software development & SDLC Agile / DevOps environments Scaling teams and processes Skills & Competencies Exceptional execution and decision-making ability Strong understanding of technology, delivery, and go-to-market alignment Proven expertise in process optimization and operational metrics Excellent leadership, communication, and stakeholder management skills Strong risk management and compliance mindset Education Bachelor’s degree in Engineering, Computer Science, or related field MBA or equivalent business qualification preferred Key Performance Indicators (KPIs) Delivery predictability & on-time releases Customer satisfaction (CSAT / NPS) Operational efficiency & margin improvement Compliance & audit outcomes Employee productivity and retention Reporting Structure Reports directly to: Chief Executive Officer (CEO) Direct reports: Engineering Operations, Delivery Heads, PMO, IT & Admin, Compliance