YOUR Why

The Chief Operating Officer (COO) will play a critical role in leading and optimizing the day-to-day operations of our client, ensuring consistent, high-quality service delivery, operational efficiency, and scalability. You will use your experience driving customer implementations and enhancing customer experience, championing the vision for the future and leaning on technology to drive operational excellence. You are the “promise keeper” to their clients, understanding how to deliver successful client experiences within the boundaries of regulatory compliance and existing long-term contracts, without compromising innovation. You’ll partner closely with the Chief Executive Officer and executive leadership team to translate strategic objectives into executable operational plans, driving performance across all business units while supporting long-term growth and client satisfaction.

How YOU Will Spend YOUR Days

• Provide executive leadership over enterprise-wide operations, ensuring alignment with organizational strategy and performance objectives.

• Oversee service delivery, operational execution, and process management across all locations, functions, and client engagements.

• Drive operational efficiency, standardization, and continuous improvement initiatives to enhance quality, productivity, and cost effectiveness.

• Establish and monitor KPIs, service-level agreements (SLAs), and operational metrics to ensure accountability and results.

• Partner with leadership across technology, finance, revenue, and compliance to support growth, scalability, and innovation.

• Ensure operational readiness to support new clients, contracts, system implementations, and organizational change.

• Identify and mitigate operational risks, ensuring business continuity, compliance, and operational resilience.

• Champion a culture of accountability, performance excellence, and continuous improvement across the organization.

• Directly supervise senior operational leaders and department heads, providing executive oversight, setting leadership expectations, performance standards, and development priorities.

• Define overall strategy and direction, working on issues that impact company success or address future concepts, products, or technologies.

What YOU Bring

• 5+ years of progressive leadership experience, including executive-level responsibility driving customer experience and delivery, with a focus on operational excellence.

• Demonstrated experience leading complex, multi-functional organizations. Advanced strategic thinking and deep business acumen.

• Proven track record of strategic planning, execution, and enterprise-level decision-making.

• Experience working with both government and commercial clients, with a strong understanding of working within regulatory/compliance guidelines.

• Ideal industry experience in software-enabled/tech-enabled business process outsourcing, especially in the government sector.

• Strong financial literacy and a solid understanding of enterprise economics.

• Exceptional leadership, influence, and change management capabilities. Ability to build consensus as a champion and cheerleader for company initiatives.

• Excellent communication and presentation skills, including the ability to interface with executive and Board-level audiences.

• Ability to navigate ambiguity, manage risk, and lead teams through organizational transformation.

• High ethical standards, sound judgment, and personal accountability.

• Advanced executive education, certifications, or continuing education relevant to the COO role is preferred.

• Experience operating in regulated environments and partnering with Boards, ownership groups, or governing bodies is preferred.

Location: Full-time, remote position but must be reside one of the following states: AZ, CA, CO, CT, DE, FL, GA, IL, IN, IO, KS, LO, MD, MA, MI, MO, NJ, NY, NC, OH, PA, TN, TX, VA, WA, WI, or Washington, D.C.

Compensation: up to 275K Base

No third parties: no C2C or sponsorship available