The COO is the operational and cultural leader responsible for driving the company's results from a people, process, and financial perspective. This role ensures O&H delivers on its strategic vision by harmonizing the leadership team, running the day-to-day business, and instilling a culture of accountability, collaboration, and continuous improvement. The COO oversees all operational, retail, financial, customer, and growth functions, leading a team of seven direct reports (Director of Human Resources, Financial Controller, Director of Retail Stores, Director of Baking Operations, Director of IT, Director of Fulfillment Operations, and VP Sales & Marketing). Essential Duties and Responsibilities Key Accountabilities Runs the day-to-day business: Drive execution across all departments and ensure operational excellence in every channel. Drives accountability: Establish clear metrics, responsibilities, and performance management across the leadership team. Harmonizes the leadership team: Build trust, alignment, and collaboration between leaders and departments. Prioritizes and executes the vision: Translate the company's strategic goals into short- and medium-term objectives with measurable outcomes. Delivers P&L results: Manage budgets, forecasts, and cost control to achieve profitable growth. Leadership, Culture & Strategy 1. Lead, coach, and develop the senior leadership team; ensure "Right People, Right Seats" alignment. 2. Promote O&H's family values and mission while professionalizing systems and processes for scale. 3. Foster a culture of accountability, continuous improvement, and team collaboration. 4. Support succession planning and leadership development at all levels. 5. Serve as a bridge between ownership's vision and the leadership team's execution. 6. Translate strategic priorities into annual and quarterly objectives. 7. Serve as a trusted advisor to ownership, balancing legacy culture with forward-thinking execution. 8. Support succession planning and leadership development at all levels. 9. Strengthen current strategic company partnerships and create new business relationships with suppliers, service providers and customers. 10. Collaborate with HR to develop strong talent pipelines and organizational development. 11. Operational Excellence 12. Oversee bakery production, warehousing, and fulfillment operations to ensure quality, safety, and efficiency. 13. Develop and monitor key performance indicators (KPIs) to ensure accountability and progress. 14. Ensure operational readiness and scalability across all channels: wholesale, e-commerce, catalog, and retail. 15. Implement systems and processes that support scale, compliance, and innovation. 16. Manage operational budgets and work closely with the Controller on financial planning and cost control. 17. Support store-level execution and operational consistency through scalable systems for staffing, training, merchandising, and service. 18. Commercial & Customer Operations 19. Ensure seamless, high-quality customer experience across retail, ecommerce, catalog, and wholesale channels. 20. Partner with IT, Finance and Sales & Marketing to integrate systems and automation that improve efficiency, scalability, and visibility across the customer journey. 21. Leverage data, analytics, and reporting to inform operational and commercial decision-making. 22. Champion cross-departmental communication and collaboration to ensure alignment between operations, sales, marketing, and fulfillment. 23. Ensure operational readiness to support new product launches, market expansion, and promotional campaigns. 24. Collaborate with the VP of Sales & Marketing to align supply and demand planning, ensuring coordination between marketing initiatives, sales forecasts, and production capacity - while driving pricing discipline and margin growth across all channels. 25. Maintain a close partnership with leadership to honor O&H's heritage while advancing innovation and continuous improvement.