The Role
We're partnering with a leading tech forward marketing agency based in California in their COO search. The Chief Operating Officer (COO) will be responsible for driving execution, accountability, and operational excellence across the organization. This role requires a strategic and decisive leader who can translate vision into action, manage cross-functional teams, and build a high-performance culture. The COO will oversee key areas including profitability, client retention, talent development, and process optimization.
Key Responsibilities
1. Accountability and Culture Building
Serve as the organization’s primary enforcer of expectations, responsibilities, and performance standards.
Provide direct and candid feedback to team members and leaders to uphold a culture of follow-through and ownership.
Address underperformance swiftly and constructively through structured interventions and coaching.
2. Profitability & Financial Stewardship
Oversee operational budgeting, expense management, and profitability tracking.
Identify and implement cost-saving opportunities without sacrificing service quality.
Continuously review financial performance and take timely action to hit margin and revenue targets.
3. Client Retention & Satisfaction
Implement systems and best practices that drive improved client retention rates.
Engage with high-value and at-risk clients directly to resolve issues and enhance satisfaction.
Foster a company-wide commitment to delivering exceptional client experiences.
4. Talent Retention & Development
Identify and retain top-performing talent; create clear paths for growth and development.
Deliver ongoing coaching and mentorship to individuals and teams.
Build an inspiring work environment that supports high performance and low attrition.
5. Strategic Personnel Management
Make thoughtful and confident personnel decisions, including role changes and exits as needed.
Continuously assess and optimize team structure to support operational goals.
Ensure the right people are in the right roles to drive results.
6. Process Implementation & Compliance
Maintain rigorous process discipline and ensure adherence to established workflows.
Lead regular process reviews and updates to reflect evolving business and client needs.
Address any deviations from standard practices quickly to maintain operational integrity.
7. Operational Excellence
Implement scalable systems and workflows to improve efficiency and consistency.
Identify and remove operational bottlenecks across departments.
Lead cross-functional initiatives that enhance delivery quality, speed, and agility.
Success Metrics – What Success Looks Like in 12 Months
A strong culture of accountability and execution is firmly established.
Profitability increases and unnecessary costs are significantly reduced.
Client retention and satisfaction metrics show measurable improvement.
Top talent remains engaged, with minimal turnover.
Operational processes are clearly documented, optimized, and followed consistently.
Qualifications
8+ years of operational leadership experience in a fast-paced, service-based environment.
Demonstrated success driving profitability, client satisfaction, and team performance.
Strong skills in people management, organizational design, and performance tracking.
Excellent communicator with emotional intelligence and a bias toward decisive action.
Experience implementing scalable processes and systems during periods of growth.
High financial literacy with the ability to model and manage operational metrics.
If this sounds like you, we'd love to hear from you! Role is based in the US but is fully remote.
