Chief Operating Officer

Position Overview

Chief Operating Officer (COO)

Key Responsibilities

1. Strategic & Operational Leadership

• Translate company vision and strategy into

  operational plans and execution roadmaps

• Establish

  KPIs, OKRs, and performance management systems

• Ensure alignment between

  product, engineering, sales, and marketing

  functions
• Lead annual operating plans, capacity planning, and budgeting with finance

2. Software Delivery & Engineering Operations

• Oversee

  end-to-end software delivery

  across Agile / Hybrid SDLC models
• Ensure predictable delivery timelines, quality metrics, and release governance
• Drive adoption of

  DevOps, automation, CI/CD, and cloud operations best practices

• Standardize project management, resource allocation, and delivery reporting

3. Process Excellence & Governance

• Design, implement, and continuously improve

  operational processes

• Own

  process documentation, SOPs, and internal audits

• Ensure compliance with:
• ISO 27001 (ISMS)
• ISO 9001 (QMS)
• SOC 2 (where applicable)
• Establish

  risk management and internal control frameworks

4. Revenue Operations & Sales Enablement

• Partner with Sales & Marketing leaders on

  pipeline health, forecasting, and deal governance

• Optimize

  lead-to-cash processes

  including CRM, contracts, and billing flows
• Ensure operational readiness for

  enterprise and global customers

• Improve customer onboarding, delivery handoff, and success metrics

5. Customer Success & Service Management

• Drive customer satisfaction, retention, and renewal performance
• Establish escalation management, SLAs, and service quality benchmarks
• Monitor customer feedback and ensure corrective actions

6. People Operations & Organizational Scaling

• Oversee hiring, resource planning, and workforce productivity
• Implement performance reviews, career paths, and leadership development
• Foster a culture of

  accountability, collaboration, and continuous improvement

• Ensure employee compliance with security, ethics, and company policies

7. Technology, Security & Infrastructure Oversight

• Govern internal IT, cloud infrastructure, and SaaS tool stack
• Ensure data security, privacy, and business continuity practices
• Sponsor incident management, disaster recovery, and resilience planning
• Work with CTO/IT leaders to balance innovation and operational stability

8. Financial & Commercial Operations

• Support revenue growth while maintaining

  cost efficiency and margins

• Monitor unit economics, delivery profitability, and utilization
• Drive vendor management, procurement, and contract governance

Required Qualifications

Experience

• 10+ years of experience in

  software, SaaS, or IT services organizations

• 5+ years in a

  senior operations or leadership role

  (COO, VP Operations, Head of Delivery)
• Strong background in:
• Software development & SDLC
• Agile / DevOps environments
• Scaling teams and processes

Skills & Competencies

• Exceptional execution and decision-making ability
• Strong understanding of

  technology, delivery, and go-to-market alignment

• Proven expertise in

  process optimization and operational metrics

• Excellent leadership, communication, and stakeholder management skills
• Strong risk management and compliance mindset

Education

• Bachelor’s degree in Engineering, Computer Science, or related field
• MBA or equivalent business qualification preferred

Key Performance Indicators (KPIs)

• Delivery predictability & on-time releases
• Customer satisfaction (CSAT / NPS)
• Operational efficiency & margin improvement
• Compliance & audit outcomes
• Employee productivity and retention

Reporting Structure

• Reports directly to:

  Chief Executive Officer (CEO)

• Direct reports: Engineering Operations, Delivery Heads, PMO, IT & Admin, Compliance