COO (Chief Operating Officer)

Role & responsibilities:

1. Client & Business Leadership:

• Act as the primary point of contact for key customers, ensuring confidence, continuity, and long-term partnerships.
• Represent the company in customer meetings, reviews, escalations, and audits.
• Own delivery commitments, SLAs, and quality standards.
• Drive customer satisfaction, renewals, and account growth.

2. Operations & Delivery Management:

• Oversee all service delivery functions:
• Software Testing / QA (manual, automation, linguistic testing)
• Language Localization, DTP & Multimedia.
• Ensure on-time, on-budget, and high-quality execution.
• Improve utilization & productivity.

3. People & Leadership:

• Lead delivery heads, project managers, and operational leadership.
• Build a strong second line of leadership and succession planning.
• Drive performance management, accountability, and execution culture.
• Ensure minimal dependency on individuals and strong process-driven delivery.

4. Governance & Process Excellence:

• Strengthen internal controls, approvals, and operational discipline.
• Work closely with the Board and CFO to ensure operational transparency.
• Ensure compliance with contracts, customer obligations, and internal policies.

5. Strategic Execution:

• Translate board-level strategy into clear operational plans.
• Enable scaling without compromising delivery quality.
• Act as a neutral, professional leader focused purely on business outcomes.

Preferred candidate profile:

• 10 to 12 years of experience in IT services, QA/testing, localization, or adjacent services.
• Strong background in service delivery, operations, and client management.
• Proven experience handling global clients (US/EU preferred).
• Experience managing large teams (100+ employees).
• Calm, mature leadership style with high emotional intelligence
• Ability to operate independently and handle sensitive situations professionally.

Ideal Candidate Profile:

• Has acted as COO / Delivery Head / Operations Head.
• Comfortable being the face of the company to customers
• Strong execution mindset.
• Trusted by clients, teams, and board.
• Experience in testing, localization, or managed services preferred.

Reporting Structure

• Reports to the Board of Directors

Works closely with CFO, Delivery Heads, Sales, and HR