Company Overview:
My client is looking to hire a full-time, highly skilled, Chief Operating Officer to be a critical part of their team and join the mission of revolutionizing Healthcare Information Technology. The ideal candidate is a self-starting and flexible individual, willing to be hands-on, innovative, and interested in advancing a career within a growing technology company.
The company is consistently driving innovation to improve the overall customer experience. As a Managed Services Provider (MSP), they use technology intelligently to make IT operations smarter, streamlined, and ultimately, more successful.
The COO will be pivotal in scaling our operations, enhancing service delivery, and ensuring operational excellence. This role requires a visionary leader with a proven track record in the managed services sector and can deliver best-in-class services to our clients.
The team is made up of passionate people who strive to make a genuine difference for their clients. If you are a driven person with an entrepreneurial spirit who exceeds expectations and appreciates a team-centric environment and awesome coworkers, we would love to talk to you!
Essential Duties and Responsibilities:
Strategic Leadership:
- Drive innovation and adoption of new technologies, services, and business models to maintain a competitive edge in the MSP market.
- Promote a culture of exceptional client service that retains existing clients and attracts new clients.
- Retain top tier, a-list employees and attract the same level in new hires.
- Instill a consistent sense of purpose within the teams by ensuring that team members understand how their duties and responsibilities align with the overarching mission & vision of the company.
- Develop and execute the organization’s long-term strategic vision, aligning with the company’s mission, values, and growth objectives.
- Oversee the formulation and implementation of key initiatives to enhance client satisfaction, operational efficiency, and profitability.
- Build and nurture strong relationships with key stakeholders, including clients, vendors, and industry partners.
Strategic Planning
- Provide in-depth analysis and insight into capital, technology, process, and personnel investments needed to achieve business objectives.
- Oversee the development, maintenance, tracking, and reporting of relevant performance metrics (e.g., SLA, system availability, data quality, customer service, etc.).
- Join with other company leaders to collaboratively develop a comprehensive understanding of strategic, relevant, key account needs that inform a Managed Services team structure that meets those needs.
- Maintain an in-depth understanding of technology, the managed services industry, competitors, suppliers, and clients then leverage this understanding to achieve business objectives.
Operational Management:
- Oversee daily operations, ensuring efficiency, quality, and scalability.
- Implement the necessary technology, personnel, process, and operational oversight to accomplish business goals and objectives.
- Work collaboratively to develop initiatives that promote growth, cost containment, and operational improvements.
- Develop business plans and report on the status of service operations that enable management to assess performance and progress.
- Identify key operations metrics and use this information to enable continuous improvement for our clients.
- Meet regularly with the other managers to ensure that proper information flows in both directions and to share experiences and other pertinent information.
Team Leadership:
- Build, lead, and motivate high-performance teams across departments.
- Directly supervise all management positions and operational roles within the Operations Department.
- Ensure department managers meet their individual goals.
- Ensure processes are in place for management staff to be held accountable and hold their direct reports accountable.
- Develop and maintain communication cooperatively and professionally with all levels of management, employees, and clients.
- Foster positive and collaborative relationships between the Managed Services, Cloud Services, Infrastructure, and other teams.
Process Optimization:
- Continuously assess and improve operational processes to boost productivity, reduce costs, and increase customer satisfaction.
- Analyze current business processes to identify inefficiencies and opportunities for improvement.
- Design and implement optimized workflows to enhance operational efficiency and productivity.
- Collaborate with cross-functional teams to align process improvements with organizational goals.
- Identify bottlenecks in workflows and ensure they are identified and resolved.
Financial Performance:
- Work closely with the CFO to monitor financial performance, manage budgets, and drive profitability.
- Identify and recommend strategies to optimize pricing, service offerings, and cost structures.
- Analyze client contracts to assess financial performance and recommend changes to improve margins.
Compliance and Risk Management:
- Ensure that all operations adhere to legal and industry standards, managing risk effectively.
- Identify and assess risks related to service delivery, client agreements, and operational practices within the MSP environment.
- Oversee incident response processes, including investigation and reporting of security breaches, compliance violations, and other risks.
- Provide guidance and support to clients on compliance-related matters, including audit preparation and remediation activities.
Knowledge, Skills, and Abilities Required
- Bachelor’s degree or higher in Information Technology, Computer Science, or equivalent work experience.
- Minimum of 10 years in a senior leadership role, preferably within the IT or managed services industry.
- Proven experience in leading operations in a high-growth, technology-driven MSP.
- Strong understanding of IT service management, operations, and business strategy.
- Strong analytical and problem-solving skills with a focus on data-driven decision-making.
- Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
- Strong strategic planning and execution skills.
- Excellent leadership, communication, and interpersonal skills.
- Proficient in change management and team development.
- Deep understanding of IT service management frameworks like ITIL.
- Strategic thinker with an innovative approach to problem-solving.
- Resilient, with the ability to thrive in a dynamic, fast-paced environment.
- Committed to fostering a culture of excellence, integrity, and collaboration.
This is a remote position therefore, actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, and other job-related factors. Internal equity, market, and organizational factors are also considered.
The company provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Job Type: Full-time
Pay: $165,000.00 - $195,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote
