Role Overview
- Primary Relationship: Reports directly to the CEO; acts as the trusted internal operational counterpart to the CEO’s outward-facing strategy role.
- Core Function: Directs day-to-day business operations, administrative workflows, and cross-functional teams to ensure maximum productivity, compliance, and growth.
Key Responsibilities
- Operational Execution: Translate the CEO's strategic plans into actionable operational goals, budgets, and milestones.
- Performance & Metrics: Monitor Key Performance Indicators (KPIs), track operational dashboards, and eliminate business bottlenecks.
- Process Improvement: Design, implement, and streamline company policies, workflows, and quality assurance standards.
Service Delivery & Operational Excellence
- Oversee Daily Operations: Manage end-to-end service delivery workflows, front-line operations, client onboarding, and quality assurance.
- Process Scaling: Build, document, and scale repeatable operational systems to support multi-location or high-growth expansion.
Financial & P&L Management
- Budget & Cost Control: Partner with the CEO to manage departmental budgets, labor forecasting, and operating expense targets.
- Margin Optimization: Monitor gross margins across service lines, identifying inefficiencies in scheduling, vendor contracts, or resource allocation.
People Leadership & Culture
- Manage Department Heads: Directly oversee and mentor operational leaders
- Labor & Workforce Planning: Address high-turnover service environments by championing employee engagement, training programs, clear accountability metrics, and retention strategies.
- Cross-Functional Alignment: Break down silos between sales, account management, and operations to ensure promises made during the sales cycle match actual delivery.
Qualifications & Requirements
- Education
- Bachelor’s degree in Business Administration, Operations, Finance, or a related field preferred
- Experience
- 10+ years of progressive operational leadership experience, with at least 5 years operating at the executive or senior management level within the service sector.
- Proven track record of scaling service-based business models, managing large multi-location teams, and handling P&L responsibilities.
- Experience implementing structured operating frameworks is a strong advantage.
- Skills & Competencies
- Execution-Oriented: Ability to turn abstract growth targets into concrete weekly and monthly scorecards.
- High Emotional Intelligence (EQ): Exceptional interpersonal and conflict-resolution skills for managing both frontline service staff and executive stakeholders.
- Data & Financial Acumen: Strong capability to read P&L statements, labor-cost reports, and capacity utilization metrics to make fast, evidence-based decisions.
