Chief Operating Officer

3 days ago

Valley, United Kingdom Stonewood Group Inc. Full time
About the Role

We are seeking a highly skilled and experienced Chief Operating Officer to join our team at Stonewood Group Inc. as we continue to drive innovation and growth in the consumer telecommunications landscape.

Key Responsibilities
  1. Develop and execute a strategy that drives excellence across operational organizations, leveraging best-of-class processes, technology, and team members to meet and exceed customer expectations.
  2. Ensure scalable processes, policies, and procedures are in place to support future growth and expansion.
  3. Participate as an open, engaged, and committed member of the Executive Team in the formulation and execution of the corporate vision, strategy, and business objectives.
  4. Direct and delegate the development of operational policy, procedures, and practices related to customer support, quality assurance, product development, project management, and sales.
  5. Understand and apply efficient and cost-effective operations knowledge and practice to sustain profitable day-to-day business operations that meet or exceed customer expectations.
  6. Ensure operational milestones are met on time, with high quality, and that they meet the cost objectives established; reporting on a monthly basis.
  7. Create and sustain a viable organizational structure to make optimum use of human resources, technology, and systems.
  8. Build and facilitate the development of strong relationships and synergies with all other areas of the company and with technical partners and customers to achieve corporate goals, objectives, and revenue targets.
  9. Foster a culture of team spirit and innovation into the longer and short-term operations of the organization.
  10. Instill a culture of innovation within the customer support team to ensure the team is effective at managing existing and anticipated growth in customer issues.
  11. Serve as a partner to the product team to ensure that the right product feedback from customers is provided and incorporated into the company's product roadmap.
  12. Recruit highly engaged, high-achieving individuals to join the customer support and fulfillment team as the company continues to grow and adopt more users and subscribers.
  13. Instill an intensely customer-service mindset within the customer support and fulfillment organizations.
  14. Devise ways to scale the customer support and fulfillment organizations as the company grows, so that 10x the number of subscribers will not require 10x the spending and human capital resources in customer support and fulfillment.
Competency Profile

The following competencies define the role of Chief Operating Officer:

  • People Management: Establishes and communicates clear priorities and sense of direction; clarifies roles and responsibilities; adapts management style to achieve optimum results.
  • Developing & Coaching Others: Accurately assesses strengths and development needs of employees; challenges others to improve their abilities and actively supports their development; continually provides timely and constructive feedback, coaching, and challenging learning opportunities; adjusts coaching style based on each employee's ability and motivation level.
  • Quality Orientation: Strives for excellence in products, processes, and/or services through continued evaluation, enhancement, and redefinition of quality standards.
  • Results Orientation: Focuses strongly on achieving agreed-upon outcomes and ensures that key objectives are met; conveys a sense of urgency and drives issues to closure; aims to improve upon past performance; establishes aggressive personal targets and strives to achieve them.
  • Customer/Client Orientation: Strives to provide customers/clients with personalized and efficient service; anticipates customers'/clients' needs; quickly follows up on customer/client contacts and complaints; monitors and acts on measures of customer/client satisfaction.
  • Planning & Objective Setting: Systematic in approach to work; produces action plans in which objectives are defined and steps for achieving them are clearly specified; plans by breaking down large tasks into subtasks; develops plans that anticipate obstacles; is realistic about time-scales and builds in appropriate checkpoints, milestones, and controls in order to ensure that desired results are realized.
Preferred Experience / Education

The following indicates specific industry, academic, and functional experience/qualifications that are important to the successful achievement of the identified responsibilities and performance deliverables:

  • A driving management style that leverages the strengths of the existing team while stretching and motivating them in attaining breakthrough results.
  • Proven ability to coach and mentor teams in a fast-paced, growth-oriented technology company.
  • Experience working with entrepreneurs/founders in scaling a company from $25M to $100M will be highly valued.
  • Strong analytical and problem-solving skills; ability to plan, prioritize, and organize effectively and to make sound, logical decisions.
  • A strong bias for customer service working in a price-sensitive consumer market.
  • Experience in implementing best practices in operations, customer support, and quality assurance.
  • Post-secondary degree is required, preferably in a technical or engineering discipline, and an MBA will be an asset.

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