CHIEF OPERATING OFFICER JOB DESCRIPTION

When state licensing audits reveal gaps and government funders begin questioning contract compliance, the cost falls on the clients and communities a nonprofit was built to serve. The Chief Operating Officer is the executive accountable for ensuring that never happens: holding programs to regulatory standards, sustaining funder relationships, and translating strategic intent into measurable service outcomes. This role carries direct authority over program portfolios spanning behavioral health, housing, and community-based services. It sits one level below the CEO and one level above the directors who run daily service operations.

As the Chief Operating Officer, you will drive the operational and programmatic performance of the organization, ensuring all services meet or exceed the contractual, licensing, and regulatory obligations set by government funding bodies and accrediting agencies. You will oversee a portfolio of direct-service programs and their leadership teams, working alongside the CEO and board to align operational capacity with the organization's strategic and financial plans.

Career Impact: Executives who lead multi-program nonprofit operations gain direct experience negotiating Medicaid contracts and navigating state licensing requirements, building a track record that is recognized across the behavioral health and social services sector.

Business Impact: The clients enrolled in foster care, transitional living, behavioral health, and housing programs depend on operational continuity; your decisions directly determine whether those services run with integrity and whether contracts are renewed.

Growth Opportunity: Overseeing a portfolio of this scope, with accountability for both clinical compliance and P&L, positions you for CEO succession or senior leadership in larger integrated health and human services organizations.

• Lead all programmatic operations across behavioral health, housing, foster care, and community-based service lines to ensure consistent, mission-aligned service delivery.
• Ensure compliance with federal, state, and local regulations, licensing requirements, accreditation standards, and contractual obligations across every program site.
• Supervise a team of Vice Presidents and Program Directors, providing coaching, performance management, and succession planning across the program's portfolio.
• Partner with the CEO and CFO to develop and monitor capital and operating budgets, with direct accountability for program-level fiscal performance.
• Negotiate and manage contracts with government funding entities, Medicaid and insurance payers, and third-party vendors to sustain and expand service capacity.
• Oversee continuous quality improvement processes, including outcome data collection, regulatory reporting, and corrective action planning when performance gaps are identified.
• Develop new program opportunities and community partnerships by assessing service gaps, evaluating market viability, and securing approval from executive leadership.
• Coordinate cross-departmental collaboration to ensure operational solutions support data collection, compliance, and evolving strategic requirements.

• Bachelor's degree in social work, public health, healthcare administration, business, or a related field, or equivalent work experience.
• 10 or more years of progressive management experience in nonprofit, government, or healthcare settings, with at least 5 years at the executive level.
• Demonstrated experience maintaining compliance with state licensing bodies, regulatory agencies, and government funding contracts across a multi-program organization.
• Proven ability to manage program-level budgets, including oversight of capital and operating expenditures and participation in annual financial planning cycles.
• Experience supervising direct-care and clinical staff through a layer of program directors or department heads.
• Strong written and oral communication skills, including the ability to produce outcome reports, regulatory submissions, and executive-level presentations.
• Demonstrated commitment to trauma-informed care, harm reduction, or other evidence-based service frameworks relevant to behavioral health or housing populations.
• Ability to build and sustain collaborative relationships with government agencies, Medicaid payers, community partners, and external funders.

• Master's degree in social work, counseling, public health, or healthcare or nonprofit administration from an accredited institution.
• Licensure in a clinical field such as social work, counseling, or a related behavioral health discipline.
• Experience with CCI-licensed, CPA-licensed, or similarly credentialed agency operations at the program director level or above.
• Prior experience writing or coordinating government grant or contract proposals, including procurement responses and budget justifications.

• Contract compliance rate, measuring adherence to all regulatory and funder-specified performance standards across active programs.
• Program outcome attainment rate (%), tracking the proportion of clients meeting defined service goals within contracted timeframes.
• Budget variance (%) at the program portfolio level, reflecting accuracy of fiscal planning and expense management against approved budgets.
• Licensing and accreditation audit findings per review cycle, measuring the organization's regulatory standing across all program sites.
• Staff retention rate (%) within direct-service and clinical departments, reflecting the effectiveness of supervision, development, and culture initiatives.
• Leadership vacancy fill time (days), measuring how quickly program director and senior staff positions are recruited and onboarded.
• Typical tools: case management and reporting platforms (commonly Apricot or ETO); productivity and document management (commonly MS Office 365)

• Base Salary Range: $165,000 to $210,000 annually, depending on organization size and geography
• Bonus: Annual performance bonus of 5% to 12% of base salary, tied to organizational and program targets
• Equity: Not typically offered in nonprofit settings
• Health Benefits: Comprehensive medical, dental, and vision coverage; employer contribution varies by organization
• PTO: 20 to 25 days per year plus paid holidays; some organizations offer additional personal days
• Common Perks: Professional development stipend, flexible scheduling, mission-driven culture, and retirement plan with employer match

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment in this role is contingent upon successful completion of a background check, which may include criminal history and reference verification consistent with applicable law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities throughout the application and employment process. Candidates must be authorized to work in the United States.

The Chief Operating Officer shapes PSI's full program and operational portfolio, overseeing 420-plus employees and a 44-million-dollar budget to ensure regulatory and contractual compliance in the mission to end homelessness. Reporting to the President and Executive Director and leading up to six Vice Presidents and Program Directors, the COO drives accountability for strategic, operational, and financial outcomes across the organization.

Key Responsibilities

• Align and lead programs and operations portfolios toward mission, vision, values, and annual strategic, operational, and financial plans.
• Develop and monitor success toward all programs and operational goals, executing the strategic plan as it pertains to programs and operations.
• Develop strong relationships with outside partners, including vendors, local and state officials, and consultants, to ensure successful accomplishment of projects and initiatives.
• Anticipate future trends and adapt programs and operational departments' work to meet changing goals and priorities.
• Promote a high-performance culture and ensure programs are integrated to meet goals and strategic objectives.
• Supervise a team of up to six Vice Presidents and Program Directors, leading, coaching, developing, and retaining high-performance teams.
• Ensure compliance with all regulatory, licensing, and contracting requirements and hold all staff accountable for compliance with regulations and policies.
• Contribute to training and coaching programs, build cross-functionality among service team members, identify and build leaders, assure timely completion of performance appraisals, and establish succession planning.
• Identify and nurture program development opportunities, identify service gaps, and design effective, viable programs.
• Develop and maintain cooperative relationships among a portfolio of key external collaborators and funders.
• Plan and facilitate monthly team meetings of direct reports and meetings of working groups including the Program Working Group, Workplace Safety Committee, Housing Committee, and Security Committee.
• Maintain all necessary program operations, staff credentialing, and staff training.
• Attend regularly scheduled meetings with internal and external personnel and stakeholders and provide support to the President and Executive Director in all programmatic-related areas.

Required Qualifications

• Minimum of 15 years of management experience in a non-profit, government, or healthcare setting.
• At least five years at the executive level with direct responsibility for licensure or regulatory compliance, cross-functional teams, and budget control.
• Experience supervising direct care and clinical staff and working with multiple internal and external partners and funders, including housing authorities, public contractors, and other social service providers.
• Experience implementing new programs while maintaining quality of existing programs.
• Experience with creation and monitoring of capital and operating budgets and proven ability to act in a fiscally responsible manner.
• Experience within and knowledge of effective crisis intervention, trauma-informed care, harm reduction, and other evidence-based practices.
• Deep understanding of the issues facing low-income and homeless individuals.
• Excellent writing and communication skills, including ability to produce and analyze outcome data.
• Analytic and decisive decision-making ability, with the ability to prioritize and communicate to staff the key objectives and tactics necessary to achieve organizational goals.
• Ability to negotiate, influence, plan and implement program design, and write and coordinate funding proposals.
• Ability to multi-task, troubleshoot, and develop external and internal relationships to facilitate effective placement and achieve program goals.
• Understanding of organizational dynamics, multicultural diversity, and ability to work with all levels within an organization.
• Ability to analyze data and program performance and institute corrective action when needed.
• Ability to work in intense, emotionally charged situations.

Embedded within KUOW's executive team, the Chief Operating Officer holds direct oversight of Finance, Administration, Engineering, Operations, IT, and HR/Workforce Development, delivering audience expansion and financial stability across a changing media environment. Working closely with senior leaders, the Board of Directors, and the University of Washington, the COO builds the operational outcomes that sustain KUOW's public service mission and translate strategic priorities into measurable results.

Core Functions

• Develop and execute tactical plans aligned with strategic objectives, KPIs, and budgets, setting and communicating clear deadlines.
• Work collaboratively across departments to meet monthly, quarterly, and annual goals, ensuring key execution targets are met.
• Contribute to and inspire a culture of embracing diversity, operational excellence, creativity, and innovation.
• Strategize with senior leaders to translate data in a meaningful way and drive future organizational decisions.
• Identify, evaluate, and pursue appropriate broadcast, online, and other public media partnerships and opportunities consistent with strategic direction and goals.
• Lead and empower cross-divisional teams for organization-wide projects, promoting a culture of high performance and continuous improvement that values leadership, collaboration, and quality.
• Provide oversight of day-to-day operations and organizational policies, including IT, building systems, financial operations, legal, business intelligence, HR, and compliance.
• Work in partnership with senior leaders to create annual budget and revenue plans to ensure long-term financial viability.
• Develop and administer policies, programs, and pathways for workforce development, recruitment, and retention, and manage HR professionals handling staff attraction, training, and personnel issues.
• Manage legal obligations, including FCC matters, and contract with legal counsel as needed.
• Serve as primary backup for President and General Manager functions when unavailable.
• Attend and engage in Board of Directors and Committee meetings, donor and station functions, and community events as a leader.
• Participate in fundraising activities, including pledge drives, grants, and major donor stewardship, and make presentations articulating strategy to various constituencies.

Qualifications & Experience

• Bachelor's degree in a related area or equivalent experience or training.
• Ten or more years of progressively responsible experience managing administrative, finance, technical, and operating functions within public broadcasting, nonprofit administration, news and public affairs, governmental agency administration, or corporate social responsibility leadership.
• Experience developing and administering non-profit budgets and revenue plans, and overseeing technical and operational teams.
• Prior experience as a COO or Senior Manager in public broadcasting, telecommunications, or another media service industry.
• Experience working effectively with a board of directors and with a university or state agency.
• Knowledge of rapidly changing media technology, audience needs, FCC regulations, and CPB and other compliance requirements.
• Extensive knowledge of the traditional and digital media landscape, including well-considered positions on trends and opportunities.
• Broad understanding of public media internal and external relationships and players.
• Keen strategic skills and the ability to apply multi-dimensional strategic thinking.
• Ability to make six- and seven-figure donor asks.

Reporting to the Chief Executive Officer, the Chief Operating Officer manages MCHS's full continuum of foster care, adoption, transitional living, residential, and community-based programs while developing new services to expand the organization's reach. Partnering with the CEO, CFO, and leadership team on budgeting and contract negotiations across behavioral health and child welfare, the COO ensures service delivery remains compliant, high-quality, and mission-aligned.

Leadership Responsibilities

• Provide effective and inspiring leadership across all programs and services related to foster care, adoption, transitional living, senior services, and community-based programs.
• Ensure all program activities operate consistently and ethically within the mission and values of the organization and in compliance with all federal, state, and local funding, regulations, certifications, accreditations, and licensing requirements.
• Lead and manage management personnel and work closely with the leadership team on continuous quality improvement processes throughout all service areas.
• Work with the leadership team to ensure the continued financial viability of programs and services through sound fiscal planning and management.
• Oversee the development of new business opportunities, including establishing satellite offices, and maintain a key understanding of industry trends.
• Develop and procure new business partnerships with government funding entities and insurance companies and oversee contractual negotiations with Medicaid, other insurance companies, and government entities.
• Identify potential partnerships and collaborations with other nonprofit agencies and screen and pursue potential business opportunities, analyzing industry trends, market strategies, deal requirements, financial sustainability, and mission impact.
• Facilitate cross-department collaboration to ensure all operational solutions positively support the organization's evolving strategy, operational delivery, and data collection needs.
• Maintain organizational efficiency by ensuring the productivity of organizational management and structure.

Skills & Qualifications

• Master's degree in Social Work, Counseling, or a related field, or in Business, Finance, or healthcare administration (preferred), with a minimum of ten years of experience including two in nonprofit management.
• Licensure in respective field (preferred).
• Experience with a CCI-licensed or CPA-licensed agency and with a mental health or behavioral health agency.
• Knowledge of child welfare trends and mental and behavioral health trends, locally and nationally, including program planning and evaluation and strategic and tactical planning.
• Proficiency in MS Office and computer and software applications.
• Strong verbal and written communication skills to interact effectively with government officials and other external stakeholders.
• Ability to motivate, develop, and direct people and manage time and multiple priorities to meet deadlines.
• Ability to develop evaluation tools to support quality improvement efforts and assist in synthesizing and analyzing data.
• Ability to develop and implement policies and procedures for programming and establish and maintain effective working relationships with government entities, other agencies, and the public.
• Ability to handle sensitive and confidential situations and documentation.
• Collaborative and flexible, with a strong service mentality and a high degree of personal accountability and independent decision-making ability.

Sitting at the intersection of operational strategy and person-centered care delivery, the Chief Operating Officer leads the development and execution of system-wide operational plans across all senior living communities, directing teams at every level to meet performance, compliance, and financial goals. Operating across clinical, financial, and administrative functions in partnership with the CEO and senior leadership team, the COO builds continuous improvement in resident outcomes and organizational effectiveness.

Strategic Responsibilities

• Provide direct leadership in developing, implementing, and executing continuous performance that ensures delivery of high-quality, efficient, and accessible resident-focused care under the person-centered care model across all communities.
• Design and execute a clear operational plan and collaborate to share a multi-year vision for the organization that meets the needs of residents, team members, family members, and capital partners, and is financially viable.
• Manage the organization's operations by directing and coordinating activities consistent with established goals, objectives, and policies, ensuring compliance and achievements are measurable and attainable.
• Develop and manage metrics and analytics, interpreting data and communicating results and needed changes to meet business objectives.
• Work with all departments to promote a culture of accountability and collaboration focused on coaching, mentoring, retention, and internal growth.
• Plan and oversee development, implementation, and ongoing support of quality management, compliance, and education initiatives and programs through life plan communities.
• Track and monitor expense and labor management, review metrics and management reports, and work closely with the Finance department on financial statements and approval of annual capital and operating budgets.
• Establish an integrated structure to assess resident and client care and satisfaction, actively seeking ways to improve outcomes and operational performance.
• Review, develop, and draft policies, procedures, best practices, and standard operating procedures.
• Maintain compliance with healthcare regulations and current government, regulatory, and contract requirements for delivery of services.

Requirements

• Bachelor's degree in a healthcare-related field, business, or gerontology (required).
• Master's degree in a related field (preferred).
• Minimum of five years of experience in business management, healthcare, or residential management, with supervisory experience.
• Extensive experience in creating, implementing, and executing business strategy and operational plans.
• Experience working with the problems and concerns of older adults and their families.
• Knowledge of and commitment to the person-centered care model.
• Proven ability to lead large-scale change and prioritize the implementation of multiple projects over multiple years.
• Keen financial intellect and strong quantitative and analytical acumen.
• Exceptional organization, project management, and system improvement skills, including excellent planning, interpersonal, problem-solving, analytic, and oral and written communication skills.
• Ability to represent the organization with state and local agencies, funders, local government, elected officials, consumers, and community groups.
• Effective and controlled leadership presence with extraordinary influencing skills and ability to lead to clear decisions in a changing, ambiguous environment.

A key member of the executive leadership team, the Chief Operating Officer leads the direction and coordination of diverse business units spanning manufacturing, account management, experiential production, and warehousing to drive sustainable growth. Collaborating across the organization and reporting to the CEO, the COO builds the structures, policies, and processes that enable profitable expansion and effective execution of corporate goals.

Primary Duties

• Guide and direct management in the development, production, promotion, and financial aspects of the organization's products and services.
• Direct the preparation of short-term and long-range plans and budgets based on broad corporate goals and growth objectives.
• Maintain operational accountability and control, equitable personnel practices, and efficiency of operations across business units through sound administrative procedures and processes.
• Review analyses of activities, costs, operations, and forecast data to determine a department's progress toward stated goals and objectives.
• Create the structure and processes necessary to manage the organization's current activities and projected growth.
• Maintain a sound plan of corporate organization, establishing policies to ensure adequate management development and capable management succession.
• Develop and install procedures and controls to promote communication and adequate information flow within the organization.
• Manage relationships with key partners and vendors and set comprehensive goals for performance and growth.
• Evaluate the results of overall operations regularly and systematically and report results to the CEO.
• Establish operating policies consistent with the CEO's broad policies and objectives and ensure their execution.
• Ensure compliance with all corporate policies and procedures and that all organization activities and operations comply with local, state, and federal regulations.
• Participate in expansion activities, including investments, acquisitions, and corporate alliances, and manage future acquisition integrations as necessary.
• Lead employees to encourage maximum performance and dedication.

Experience & Qualifications

• Master's degree or equivalent, or ten to fifteen years of related experience.
• Previous profit and loss responsibilities and oversight.
• Experience in event marketing or a creative solutions-based agency (preferred).
• Highly effective communication skills, including ability to make persuasive presentations, prepare written documentation including proposals and quotations, and maintain accurate client and project files.
• Strategic thinking ability, maintaining a big-picture view, with flexibility, open-mindedness, and receptivity.
• Ability to effectively collaborate and identify value in being part of a team.

Organisational capacity to deliver on its charitable objectives and scale its impact on young people caught up in crime depends on the Chief Operating Officer, who maximises the quality and efficiency of SHiFT's work by overseeing all core national office functions and leading business development. Serving as a key member of the senior leadership team, the COO builds a high-performing operational model that sustains and grows the organisation's mission.

Ownership Areas

• Work closely with the Chief Executive on the strategic and tactical issues facing the organisation and deputise for the Chief Executive in meetings at all levels.
• Work closely with the Board of Trustees and its sub-committees on all aspects of organisational performance and sustainability.
• Lead on the identification of new avenues and business development opportunities and on the operational mobilisation of new Practices across the country.
• Directly oversee all core national office functions including HR, finance, IT, health and safety, and communications.
• Lead and manage others within a high-performing organisation built on a culture of high trust, high expectation, and continual improvement.
• Develop a robust operating model that meets the needs of a rapidly growing organisation and ensures coherence and excellence.
• Work closely with trustees to identify and address risk, quality-assure systems and processes, and ensure governance is robust.
• Tactically develop a sustainable business model encompassing all aspects of operational leadership, identifying areas for improvement and making plans to close gaps.
• Manage the organisation's estates, including upkeep, ad hoc works, and procurement.
• Set and manage the annual budget and increase financial capability and understanding across the organisation.
• Ensure compliance with statutory and other regulations and related reporting, underpinning all decision-making with data.

Technical Qualifications

• Substantial experience as a senior leader who has contributed to a successful leadership team with notable achievements.
• Expert knowledge in more than one of the following areas: human resources, finance, compliance, information management, and charity governance.
• Experience of delivering against strategic plans whilst managing a wide range of shorter-term operational demands, and experience of success in leading change and growing organisational performance.
• Interest and experience in start-up and scaling.
• Relevant professional qualifications in financial management or equivalent experience.
• Outstanding financial skills with experience of financial management that delivers sustainability.
• A compelling track record of leading and managing a high-performing team and supporting others to lead and manage well, with the ability to inspire and motivate teams through periods of change.
• Ability to express complex ideas and highly technical points clearly in both written and oral form, and to challenge and support colleagues across, upwards, and sideways.
• An excellent track record in effective relationship management, politically astute, at multiple levels including team and senior colleagues, trustees, policymakers, senior practitioners, and funders.

As the Chief Operating Officer, this role leads the operations of a large acute care hospital under the direction of a Hospital President, with accountability for resource utilization, patient care quality, regulatory compliance, and high-functioning team development. The hospital relies on this work to achieve its mission and ensure every patient, employee, and physician experiences ethical, compliant care.

Duties

• Represent the Hospital President in the coordination of entire portions of the hospital organization in the Hospital President's absence or as assigned.
• Communicate a shared vision to all stakeholders in the facility and the community.
• Lead the implementation of business plans for programs and services while fostering a culture of trust, high reliability, safety, and quality.
• Actively recommend, plan, and implement innovations that improve results and drive engagement of patients, employees, physicians, and the local community.
• Manage the hospital's efforts to maximize third-party reimbursement by continually implementing quality improvements and strategies to improve the patient experience.
• Ensure adherence to ethical and religious directives for Catholic health care services and compliance with all regulations governing healthcare delivery and the rules of accrediting bodies.
• Ensure that revenue goals, cost objectives, and market share targets are achieved in assigned facilities.
• Optimize the utilization and availability of resources, including people, capital, and knowledge, to achieve the objectives of the organization while scaling and standardizing services.
• Confer with the medical staff in the areas of medical quality assurance and utilization to ensure mutual understanding of expectations.
• Develop the talent of the organization, effectively attracting, mentoring, and developing future leaders across direct reporting relationships and Shared Services teams.

Position Requirements

• Bachelor's degree and Master's degree required.
• Master's degree in Health Administration, Public Health, Business, or a related healthcare field.
• Minimum of seven years of experience in healthcare leadership, including acute care hospital, medical center, or integrated delivery system experience.
• Experience in a faith-based health system.
• Demonstrated operations leadership with results in operational improvement.
• Ability to articulate a working knowledge of the major financial, regulatory, compliance, ethical, and legal issues affecting the healthcare industry.
• Active participation in civic activities, with willingness to invest time and resources.

Chief Operating Officer shapes DDaT's strategic centre capabilities and cross-cutting business support services, delivering transformational strategies that improve productivity and value for money across the organisation's digital, data, and technology functions. The work directly supports the Chief DDaT Officer and Corporate Enablers leadership team by coordinating workforce planning, capability sourcing, and People and Diversity initiatives that enable DDaT to meet its overall strategy.

Executive Functions

• Ensure the DDaT organisation runs efficiently and effectively and develop and implement transformational strategies and plans that enable DDaT to work more productively and deliver better value for money.
• Coordinate the requirements and consumption of other Corporate Enablers shared services by DDaT.
• Sponsor COO-related work packages within the Optimus Transformation Programme, overseeing the delivery of committed cost savings.
• Lead business planning and spending review processes for DDaT, including DDaT-wide transformation plans and change initiatives, and coordinate DDaT's input into planning cycles.
• Own the development of the DDaT Capability and Sourcing Strategies, setting out how DDaT will provide the technical workforce required to deliver the overall DDaT Strategy.
• Manage the Professions teams for DDaT, delivering consistent integrated career pathways and development opportunities for staff.
• Lead specific cross-cutting initiatives and business support services to all Corporate Enablers functions, including Places for Growth, Business Continuity Planning, People and Diversity and Inclusion initiatives, and Operational Communications.
• Take responsibility for the DDaT Location Strategy and wider overall DDaT Governance.
• Lead workforce planning for DDaT and provide wider support across Corporate Enablers, consolidating resourcing requirements and supply across a complex and changing portfolio of activity.
• Refresh and enhance talent development programmes, further developing a culture of upskilling staff to support the development of clear promotion paths and opportunities.

Knowledge Skills & Abilities

• Experience of successfully delivering both tactical and strategic change, including digital change.
• Financial management experience.
• Good understanding of how a Digital, Data, and Technology function operates effectively and efficiently to successfully deliver digital capabilities.
• Proven ability to deliver improvements to service from initial concept through to landing safely in an operational environment.
• Proven ability to deliver productivity and value-for-money improvements across a large operational department.
• Excellent stakeholder influencing and relationship-building skills at a senior level.
• Strong leadership skills to build, motivate, and engage both a direct team and across a broader function.

The Chief Operating Officer produces critical coordination and governance support for the Regulatory and Cross-Enterprise Transformation function, managing business financials and a broad portfolio of cross-company initiatives. Reporting to the Regulatory and Cross-Enterprise Transformation Lead, the COO ensures seamless operation across the Transformation Office and holds accountability for compliance, financial planning, and stakeholder communications.

Functions

• Deputize for the Regulatory and Cross-Enterprise Transformation Lead as needed, participating in senior-level governance and planning meetings and coordinating critical decisions.
• Support the Head of Transformation in the delivery of the Transformation program, including regular updates to stakeholders in the EMT, the Board, and relevant governance forums.
• Develop and maintain a forward-looking calendar of key meetings and presentations, and coordinate key activities and materials for regulatory touchpoints and milestones.
• Develop and facilitate management and regulatory presentations to all key stakeholders, including the Board of Directors and the EMT.
• Ensure the Transformation Leadership Team is aligned and working together for consistency and effective partnership across regions, businesses, functions, program management, execution, and planning.
• Understand day-to-day operations and processes, maintaining close interaction with all program groups, businesses, and technology, and proactively seek opportunities for greater efficiency across transformation efforts.
• Develop and drive a people and communications strategy in partnership with Human Resources and GPA, and plan, execute, and oversee team culture routines including town halls, roundtables, coffee hours, and skip-levels.
• Lead, in collaboration with Finance, a robust administration function including financial planning and headcount management, and work with Finance and HR for resource planning, budget processes, and talent acquisition.
• Design and oversee recruiting efforts to optimize and accelerate the recruiting process.
• Develop and maintain business controls for the Transformation organization, including MCA adherence, Policies and Procedures, Issues and CAP Management, Records Management, Information Security, Mandatory Absence, and Audit.
• Own Internal Audit interactions for the Transformation Office and ensure commitments are being met.
• Assess risk when business decisions are made, driving compliance with applicable laws, rules, and regulations, applying sound ethical judgment, and escalating and reporting control issues with transparency.

Professional Experience

• Bachelor's degree or equivalent experience; Master's degree preferred.
• 15 or more years of finance and overall business management experience in a complex financial organization.
• Significant experience in managing complex cross-company efforts.
• Specific experience with managing regulatory engagement activities.
• Strong project management leadership.
• Exceptionally strong interpersonal and communication skills and excellent presentation skills.
• Proven ability to act independently, work quickly and with careful attention to detail, juggle multiple priorities, and thrive in a varied, fast-paced environment.
• Proven ability to lead across a large, global financial firm and work well under pressure and within tight deadlines.
• Strong conceptual, analytical, and problem-solving skills, including sound judgment and demonstrated leadership skills.

Embedded within the senior management team, the Chief Operating Officer oversees company operations, employee productivity, and cross-functional execution across IT, Marketing, Sales, Finance, and HR, advancing performance and growth targets as a direct report to the Chief Executive Officer. Working closely with the CEO and functional executives, the COO develops actionable goals from organizational vision and builds a highly inclusive culture that ensures sustained operational excellence and customer satisfaction.

Accountabilities

• Collaborate with the CEO in setting and driving organizational vision, operational strategy, and hiring needs.
• Translate strategy into actionable goals for performance and growth and help implement organization-wide goal setting, performance management, and quarterly and annual operating planning.
• Oversee company operations and employee productivity, building a highly inclusive culture ensuring team members thrive and organizational outcomes are met.
• Ensure effective recruiting, onboarding, professional development, performance management, and retention.
• Design and implement actionable business strategies, plans, and procedures.
• Oversee daily operations and the work of executives across IT, Marketing, Sales, Finance, and HR.
• Analyze internal operations and identify areas of process enhancement.
• Drive the company's operating capabilities to surpass customer satisfaction and retention targets and company goals.
• Monitor performance with tracking and establish corrective measures as needed, and prepare detailed reports, both current and forecasting.
• Maintain and build trusted relationships with key customers, clients, partners, and stakeholders.

Education & Experience

• Bachelor's degree in Business Administration or a relevant field; MBA is a plus.
• Proven five or more years of working experience as Chief Operating Officer in a company of over 200 staff.
• Experience in acquiring and payments.
• Understanding of regulatory requirements in a financial institution.
• Understanding of business functions such as Marketing, Sales, Finance, and HR, and of advanced business planning.
• Solid grasp of data analysis and performance and operational metrics.
• Aptitude in decision-making and ability to diagnose problems quickly and have foresight into potential issues.
• Outstanding organizational and leadership abilities.
• Excellent interpersonal and public speaking skills with steadfast resolve and personal integrity.
• International business experience is a plus.

Reporting to the CDIO, the Chief Operating Officer is accountable to the Executive Board for delivering the DDTS Strategy and Target Operating Model, overseeing the central portfolio team and ensuring financial compliance and progress on business plans. Partnering with the CDIO and a multi-disciplinary team on funding and FTE allocation, the COO develops integration, capacity building, and governance across a complex stakeholder environment.

Activities

• Oversee the central portfolio team, ensuring oversight of delivery, including completion of improvement areas requested by ExCo and Internal Audit.
• Ensure timely submission of reports and papers to committees such as ExCo, Audit and Risk Committees, and other governance bodies, and develop and report progress on business plans, risk registers, and financial compliance.
• Work with the CDIO to establish a clear business plan, funding, and FTE allocation to support the Strategy and Target Operating Model.
• Drive team integration to ensure that the team functions effectively, focusing on capacity building, training, knowledge transfer, and information management.
• Oversee and coordinate the overall budget and resourcing, ensuring teams are clear on their responsibilities for delivery of outcomes and the resources available to them.

Background & Experience

• Experience of operational delivery in a complex environment with multiple internal and external stakeholders.
• Experience as a Project and Programme Management professional supporting the delivery of a portfolio of large-scale projects with significant budgets and associated reporting and accountabilities.
• Experience of leading large-scale organisational change, shaping and leading organisational frameworks within a complex environment that includes governance, risk and assurance, and benefits and reporting.
• Demonstrating communications skills, impact, and gravitas to effectively challenge assumptions and influence direction.
• Evidence of people leadership skills, with the ability to develop, lead, and motivate large teams driving a diverse and inclusive working culture.
• Financially minded, with sound business acumen and a strong focus on performance, value for money, and financial management, working across employees, contractors, and consultants.

Sitting at the intersection of executive leadership and operational execution, the Chief Operating Officer faithfully executes the business plan to achieve P&L objectives, integrating all major operating functions and holding the leadership team accountable for agreed-upon commitments. Operating across the full breadth of the organization in close collaboration with the CEO, the COO refines focus, simplicity, and clarity by translating strategic ideas into functional plans that sustain organizational health.

Strategic Initiatives

• Faithfully execute the business plan, achieving or exceeding planned P&L objectives.
• Lead, manage, and hold the leadership team accountable for achieving agreed-upon commitments.
• Integrate all major operating functions of the business.
• Resolve issues effectively, seeing real problems, being comfortable with conflict, calling out the problems, and solving them practically and healthily.
• Ensure the leadership team is healthy, functional, and cohesive.
• Ensure that everyone is following and adhering to core processes and the operating system with consistency.
• Demonstrate effective project management skills.
• Maintain a relentless focus on values alignment, focus, simplicity, and clarity.
• Collaborate effectively with the CEO and stay aligned on direction, filtering and translating ideas from the CEO into functional plans for the organization.
• Ensure that all key messages are properly and consistently cascaded and that a high level of effective communication exists throughout the organization.

Minimum Qualifications

• College degree or higher.
• Two to four years of professional office experience (preferred).
• Series 7 and 66 (preferred).
• Proficiency with MS Office Suite and ability to learn relevant applications.
• Strong interpersonal skills and ability to multi-task in a fast-paced environment.
• Ability to gather and analyze data to recommend future process improvements.
• Ability to support and provide guidance for compliance.
• Positive attitude and willingness to learn and grow.

A key member of the executive leadership team, the Chief Operating Officer oversees the design and improvement of operating systems, processes, and procedures in a high-growth FinTech environment, providing infrastructure that enables all teams to perform at their best and support company scaling. Collaborating cross-functionally as a trusted C-suite partner and strategic advisor to the leadership team, the COO advances operational excellence across an organization growing in size and complexity by identifying gaps in process and systems.

Operational Focus

• Work collaboratively across teams to design, develop, and improve operating systems, processes, and procedures that improve the overall efficiency of the company.
• Serve as a strategic thought partner and leader for Operations teams while working cross-functionally to develop and enhance partnerships between teams.
• Lead the development and review cadence for operational measurement, from top-of-house KPIs to SLAs and business performance.
• Ensure strong execution across the leadership team in accordance with the strategic plan and drive strong cross-team systems.
• Provide the infrastructure to ensure all other teams are able to do their best work and support company growth.
• Drive operational excellence across the organization, implementing and managing systems and processes that improve capacity, transparency, effectiveness, communication, and ease across the organization as it grows in size and complexity.
• Serve as liaison with legal teams to drive the company's objectives forward while balancing risk.
• Act as a trusted member and partner to the leadership team by providing value-added strategic insight, counsel, and management support.

Required Qualifications

• Ten or more years of experience in high-growth environments.
• Startup or FinTech experience.
• Deep management experience as a passionate coach and mentor.
• Detail-oriented, a quick problem solver, and able to thrive in fast-paced, changing environments.
• Demonstrated ability to create a shared strategic vision, inspire collaboration, and drive positive change.
• Collaborative leadership style.
• Ability to develop excellent working relationships and effective communications with internal and external stakeholders.

Sustaining efficient supply chain operations and broader organisational performance depends on the Chief Operating Officer, who informs, trains, and assesses the Supply Chain team while designing and implementing business strategies, plans, and procedures across all divisions. Serving as the operational core of the senior leadership structure, the COO maintains relationships with partners and vendors and oversees expansion activities to drive business growth and success.

Key Deliverables

• Inform, train, and assess the skills of the Supply Chain team.
• Ensure that corrective and preventive actions decided for relevant processes are carried out.
• Prepare and lead the Supply Chain component of management reviews.
• Design, plan, and implement business strategies, plans, and procedures.
• Set comprehensive goals for business growth and success and establish policies and procedures that promote company culture and vision.
• Oversee daily operations and the work of executives.
• Analyze and interpret data and metrics and create reports for management.
• Take the lead in expansion activities and maintain relationships with partners and vendors.

Qualifications & Experience

• Bachelor's degree in Administration Management or a similar field.
• Professional certifications and language training.
• Minimum seven years of verifiable experience in this role.
• In-depth knowledge of business functions such as HR, Finance, and Marketing.
• Hands-on experience in fundraising, strategic planning, and business development.
• Good knowledge of data analysis and KPIs.
• Familiarity with IT and business infrastructure.
• Native Italian speaker with fluency in English; additional languages are a plus.
• Outstanding organizational and time management skills.
• Excellent interpersonal and leadership skills with strong communication and presentation skills.

As the Chief Operating Officer, this role collaborates with the CEO to create long-term plans for continued business growth and development, overseeing legal and regulatory frameworks and driving process enhancement across all divisions. The leadership team relies on this work to maintain accountability through performance tracking, forecasting reports, and the inclusive culture needed to ensure organisational outcomes are met.

Areas of Ownership

• Collaborate with the CEO to create long-term plans for continued business growth and development.
• Drive further development and ongoing optimisation of the product strategy and its associated processes.
• Manage budgeting and resource allocation.
• Oversee the legal and regulatory framework.
• Lead organisational development in cooperation with internal stakeholders.
• Analyse internal operations and identify areas for process enhancement, building a highly inclusive culture that ensures team members thrive and organisational outcomes are met.
• Monitor performance using tracking tools and establish corrective measures as needed, maintaining responsibility for current and forecasting reports for internal and external stakeholders.

Skills & Qualifications

• Minimum two years of experience leading operations as a Chief Operating Officer, Head of Operations, or in a relevant role.
• Experience at growth-stage startups is a plus.
• Proven track record in deploying measures to ensure a quick transition from concept to implementation.
• High-level understanding of business functions such as IT, HR, Finance, and Marketing.
• Solid grasp of data analysis and performance metrics.

Chief Operating Officer advances regional operational execution across EMEA, reinforcing global strategy and translating it into local goals while overseeing cross-functional alignment among Engineering, GTM, and G&A functions and serving as the de facto executive sponsor for large strategic accounts. Success in the position means reporting directly to the Global Chief Operating Officer while building executive relationships with strategic customers, driving customer-focused sales and marketing alignment, and representing regional business, operational, and cultural health back to C-staff.

Role Responsibilities

• Establish regional goals and priorities across all functions in the region, aligning and prioritising regional operational priorities with global priorities.
• Translate global goals and priorities into regional and local goals in partnership with functional leadership.
• Work with Finance and key functions to manage and maintain visibility of regional costs.
• Build executive relationships across the region with the most strategic customers and serve as the de facto executive sponsor for large accounts.
• Partner with regional sales and success leaders to target relationships and define ideal outcomes.
• Speak at key regional events and serve as primary regional spokesperson and point of contact for customers, press, and analysts.
• Create robust partnership and alignment with each regional leader across Engineering, GTM, and G&A functions and drive customer-focused alignment among sales, marketing, and CX in the region.
• Lead cross-functional regional GTM QBRs and partner with GTM leaders to determine appropriate levels of investment in key sub-regions and markets.
• Ensure alignment across the region to maintain a holistic view of regional business health, operational health, and cultural health, and represent findings back to C-staff.
• Monitor and influence culture and engagement across the region.

Requirements

• Ten or more years of SaaS management and strategic leadership experience.
• Proven track record of growing revenue, reducing costs, and increasing productivity.
• Experience diagnosing problems quickly, with foresight into potential issues.
• Ability to prioritise critical factors for business success and lead a team through effective execution of strategy and change.
• Ability to examine and re-engineer operations and procedures and act as a business partner and influence leaders across various levels of an organisation.
• Strong budget, financial, and statistical analysis skills.
• Ability to interpret information for diverse audiences.
• Excellent critical thinking, problem-solving, interpersonal, and communication skills, with senior executive presence and emotional intelligence.

The Chief Operating Officer creates the operational foundation for Wirecutter's editorial, digital, business development, and creative teams, overseeing strategic planning through OKRs and financial activities, including FP&A and budgeting as a key part of The New York Times' digital growth strategy. Reporting to the General Manager and partnering closely across Finance, Strategy, HR, and Corporate Communications, the COO ensures policies, processes, and people priorities align to drive outstanding reader service and financial success.

Job Functions

• Serve as a thought partner to the General Manager in driving overall business performance and act as an operational partner to functional leaders across editorial, digital, business development, and creative.
• Oversee the strategic planning process and drive performance through OKRs.
• Guide business analyses to develop an informed perspective on growing the business and controlling costs.
• Drive financial activities including financial planning and analysis, accounting, budgeting, new opportunity modelling, and adherence to financial controls.
• Lead and manage the Data and Insights team, responsible for business and editorial data analysis, reporting, and insight generation.
• Lead and manage the Engagement and Operations team, responsible for end-to-end product testing, running facilities and test spaces, managing enterprise tools, ensuring editorial compliance, and owning company communications.
• Partner on people priorities, including human resource policies, procedures, and practices to attract, grow, and retain talent.
• Define, communicate, and coordinate policies and processes across functions to enable effective day-to-day work.
• Coordinate closely with partner functions including Finance, Strategy, Human Resources, and Corporate Communications.

Experience & Qualifications

• Ten or more years of experience in operational leadership roles that included P&L management.
• Experience working within a remote company is preferred.
• Experience in leading strategic planning, financial planning and analysis, and budgeting.
• Working knowledge of strategic planning, finance, data and insights, people operations, facilities and logistics, and marketing compliance.
• E-commerce, affiliate, or publishing industry expertise, with understanding of market trends and key business components.
• Excellent stakeholder management, relationship development, and influencing skills.
• Excellent interpersonal and communication skills, including experience communicating with senior executives.
• Dynamic people leadership abilities, with a track record of inspiring teams to achieve outstanding results.
• Passion for the organisation's mission and commitment to innovation and growth.

Embedded within Oglethorpe Inc.'s executive leadership team, the Chief Operating Officer guides all client-facing behavioral health programs with integrity and servant leadership, executing end-to-end process improvement and maintaining accountability for state regulation, reporting metrics, and operational efficiency. Working closely with the CEO, CFO, and Board of Directors on fiscal management and policy development, the COO elevates whole-person care approaches and best-practice objectives within the organisation's strategic plans as a clinical and program subject matter expert.

What You'll Do

• Oversee programmatic functions, systems, and operations with a focus on excellence.
• Practice servant leadership in guiding program directors and managing the strengths of leaders to achieve outcomes.
• Manage end-to-end process improvement, including definition of need, project plans, status updates, reporting, and achieving functionality.
• Maintain accountability for state regulation, reporting metrics, accuracy, and timeliness.
• Collaborate with fellow members of the executive leadership team to review, manage, and drive operational efficiency, quality, and financial performance.
• Direct, advise, and consult with the CEO, CFO, and Board of Directors on fiscal management, policy development, implementation, and agency operations.
• Develop collaborative relationships with community partners and providers in furtherance of a whole-person care approach to healing.
• Act as a clinical and program subject matter expert and advocate effectively for the agency and its clients.
• Advise management regarding current programmatic trends, problems, and activities to facilitate plans that improve operational performance and enhance growth.
• Stay informed about innovative approaches and incorporate best-practice objectives into the organisation's strategic plans.

Technical Qualifications

• Bachelor's degree in a human service or healthcare-related field; Master's degree preferred.
• Minimum of five years of hands-on experience in the behavioral health field preferred.
• Strong supervision, management, and executive leadership experience.
• Experience establishing and maintaining community intervention and behavioral health crisis services.
• Proven ability to establish and maintain effective working relationships with physicians, hospital staff, and community stakeholders.
• Knowledge of technical and professional skills management, general principles of human resource management, labor relations, and hospital economics.
• Ability to maintain confidential information concerning personal, financial, or medical matters.
• Flexibility with work schedule to ensure efficient facility operations.

Reporting to the Executive team, the Chief Operating Officer guides strategic planning, resource allocation, and the development of partner and operational management relationships to optimise cost-effective, quality delivery of products and services, with all internal managers responsible for service delivery reporting directly to the COO. Partnering with the Executive team on key planning issues and business decisions, the COO coordinates quality control of all company output, operational process improvement, and compliance across departments in the context of a business positioned for sale.

Day-to-Day Responsibilities

• Advise and support the Executive team on key planning issues and make recommendations on important business decisions.
• Lead strategic planning and resource allocation.
• Direct the development and enhancement of relationships with partners and operational management to optimise cost-effective, quality, and timely delivery of products and services.
• Ensure quality control of all company output as it pertains to customer acquisition and delivery of services.
• Establish operational processes and drive process improvement.
• Manage and direct department strategy implementation, particularly regarding budgets and timelines.
• Set operational and performance goals for each department that are aggressive, achievable, and tied to long-term goals.
• Ensure all department heads are fully informed of operational objectives and monitor department performance against goals to ensure progress is being made.
• Conduct regular meetings with staff to ensure priorities are clear and coordinated.
• Ensure activities comply with organisational requirements for quality management, legal stipulations, and general duty of care.
• Take charge in high-priority crises and in the event the CEO and President are unavailable.

Position Requirements

• Extensive experience with specific accountability for operational procedures and quality control.
• Exceptional proficiency in developing and implementing strategic and financial plans while instilling a culture of accountability.
• Demonstrated ability to drive appropriate financial and operational discipline and processes.
• Strong organisational, time management, and communication skills.
• Strong negotiation and contract proposal skills.
• Ability to lead, plan, and manage change.

Sitting at the intersection of financial leadership and operational strategy, the Chief Operating Officer executes the business plan to achieve P&L objectives and integrates all major operating functions while holding the leadership team accountable for agreed-upon commitments. Operating in close collaboration with the CEO, the COO coordinates values alignment, clear communication, and the translation of strategic ideas into functional plans that sustain organizational health and performance.

Scope of Work

• Faithfully execute the business plan, achieving or exceeding planned P&L objectives.
• Lead, manage, and hold the leadership team accountable for achieving agreed-upon commitments.
• Integrate all major operating functions of the business.
• Resolve issues effectively, seeing real problems, being comfortable with conflict, calling out the problems, and solving them practically and healthily.
• Ensure the leadership team is healthy, functional, and cohesive.
• Ensure that everyone is following and adhering to core processes and the operating system with consistency.
• Demonstrate effective project management skills.
• Maintain a relentless focus on values alignment, focus, simplicity, and clarity.
• Collaborate effectively with the CEO and stay aligned on direction, filtering and translating ideas from the CEO into functional plans for the organization.
• Ensure that all key messages are properly and consistently cascaded and that a high level of effective communication exists throughout the organization.

Knowledge Skills & Abilities

• College degree or higher.
• Two to four years of professional office experience (preferred).
• Proficiency with MS Office Suite and ability to learn relevant applications.
• Strong interpersonal skills and ability to multi-task in a fast-paced environment.
• Ability to gather and analyze data to recommend future process improvements.
• Ability to support and provide guidance for compliance.
• Positive attitude and willingness to learn and grow.