Chief Operating Officer (COO)

About This Role

Chief Operating Officer (COO) — Job Description

Summary
The Chief Operating Officer (COO) leads daily operations and execution, builds scalable processes and organizational capability, and partners with the CEO to translate strategy into measurable outcomes across product, engineering, sales, customer success, finance, HR, and operations.

Key responsibilities

• Operational strategy: Translate CEO/board strategy into annual operating plans, OKRs, KPIs, and execution roadmaps.
• Cross-functional leadership: Coordinate product, engineering, sales, marketing, customer success, finance, HR, and operations to ensure aligned delivery.
• Process design & optimization: Standardize and continuously improve core processes (order-to-cash, product delivery, procurement, onboarding, support).
• Performance management: Define KPIs, build dashboards, run operational reviews, and hold teams accountable for outcomes.
• Scalability & capacity planning: Design operating models, forecast staffing needs, and implement organizational structures for growth.
• Program & project management: Lead critical programs (product launches, M&A integrations, global expansion) with clear timelines and risk mitigation.
• Talent & organization development: Partner with HR on recruiting, leadership development, succession planning, and culture.
• Technology & automation: Drive selection and adoption of ERP/CRM/BI/workflow tools and automation to reduce manual work and improve data quality.
• Financial ownership: Manage operational budgets, identify cost efficiencies, and partner with finance on forecasting and margin improvement.
• Customer operations & experience: Ensure excellent onboarding, support, retention, and escalation handling to maximize customer satisfaction.
• Vendor & partner management: Oversee strategic vendor relationships, SLAs, and outsourcing decisions for cost, quality, and risk.
• Risk & continuity: Ensure business continuity, incident management, operational controls, and regulatory/compliance embedding.
• Executive reporting: Communicate operational performance, risks, and resource needs to the CEO and board; act as second-in-command for operational decision-making.

Qualifications

• Education: Bachelor’s degree in business, engineering, operations, or related field; MBA or advanced degree preferred.
• Experience: 10+ years in operations, general management, or functional leadership with progressive responsibility; prior COO, head of operations, or GM experience preferred.
• Functional breadth: Proven experience across multiple functions (product delivery, sales ops, customer success, finance/FP&A, HR).
• Operational excellence: Experience with process improvement methodologies (Lean/Six Sigma, OKRs), and building scalable operating models.
• Technology fluency: Comfortable with ERP/CRM/BI tools and leading digital transformation initiatives.
• Analytical & financial acumen: Strong data-driven decision-making, KPI design, and budget management skills.
• Leadership & communication: Strong executive presence, ability to influence cross-functionally, and experience managing senior leaders.
• Problem-solving & decisiveness: Ability to prioritize under ambiguity and make timely, high-stakes decisions.

Performance metrics / KPIs (examples)

• On-time delivery and project completion rates.
• Operational cost as a percentage of revenue and cost-per-customer.
• Customer metrics: NPS/CSAT, churn/retention, time-to-onboard.
• Process metrics: cycle times (order-to-cash, onboarding), error rates, and automation savings.
• Forecast accuracy, budget variance, and headcount efficiency.
• Employee engagement and leadership bench strength.

Job Types: Full-time, Permanent

Pay: QAR220.25 - QAR401.99 per hour

Expected hours: 40 per week

Work Location: In person