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 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