CaterTrax, Inc.

Chief Operating Officer

Full Time • Rochester, NY, United States of America

nan - nan (Yearly) Added 1 week, 1 day ago

Summary

LOCATION

Hybrid position located in Rochester, NY

QUALIFICATIONS

BS Degree in Business Administration or related field (MBA preferred), 10+ years of experience in executive leadership roles, preferably in the SaaS industry, excellent leadership and communication skills, strong strategic thinking and problem-solving abilities, and proficiency in MS Office, QuickBase, CRM, Project Management, and Customer Care tools.

RESPONSIBILITIES

Oversee day-to-day operations, drive revenue growth, build strong client and stakeholder relationships, operationalize seamless customer experiences, lead a high-performing organization, create proactive customer involvement processes, support partner ecosystems, and maintain strong alignment with cross-functional teams.

INDUSTRY

SaaS (Software as a Service)

SHORT DESCRIPTION

The COO will lead initiatives to enhance client experience, oversee client-facing operations, develop growth strategies, and ensure stakeholder engagement while contributing to the executive team's vision.

Hungry, humble and smart? If you have these qualities, we want you on the team.

Job Summary:

Reporting to the CEO, the COO is responsible for leading organizational efforts to build a comprehensive client experience. This position will oversee all aspects of client-facing business operations, including Sales, Client Success, Customer Service and Support, and will work closely with our Product and Engineering teams to ensure our solutions are exceeding client expectations. This position is also accountable for developing and executing strategies to drive growth and maximize efficiency. As an integral part of the executive team, this position helps set the vision that enables our organization to deliver on its promise to be the solution that enables our partners to elevate their own brand of hospitality.

This is a hybrid position located in Rochester, NY

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Oversees all aspects of the company's day-to-day operations.
Recruits, motivates, and retains a high-performing organization, driving employee engagement, satisfaction, and morale.
Builds and maintains strong relationships with key stakeholders, including clients, vendors, and market partners.
Drives cross-functional focus on customer outcomes, value, and experiences.
Operationalizes a seamless customer journey built on customer value across all functions.
Drives revenue growth by identifying and pursuing new business opportunities.
Creates proactive, repeatable processes and playbooks to drive a consistently strong customer experience.
Improves overall organizational efficiency by driving productivity, increasing automation, and enhancing self-service.
Builds strong alignment with colleagues in Sales, Product, Marketing, Technology and Finance and other areas of the organization.
Engages directly with clients.
Creates a comprehensive partner strategy including the identification, onboarding, certification, and measurement of partners.
Supports the partner ecosystem by providing enterprise-class advisory services to partners and customers to the needs of each segment.
Acts as the learning engine of the business to infuse the voice of the customer into all aspects of the business.
Maintains a strong understanding of the complexity and nuances of different market segments and the ability to develop a customer journey lifecycle that is strategically tailored.

LEADERSHIP:

Provides leadership and mentorship. Fosters a culture aimed at accountability, engagement, continuous improvement, and business objectives.
Motivates and coaches to meet the company's expectations for productivity, quality, and goal accomplishment.
Determines key performance indicators (KPIs) for reporting teams and ensures outward communication to the organization.
Facilitates communication between staff, management, vendors, and other resources within the organization.
Understands, plans and communicates departmental headcount needs to human resources.
Participates in the recruitment process for new talent.
Completes management responsibilities in the HRIS system including time and attendance and performance management.

SKILLS & REQUIREMENTS:

Proven track record of successfully managing and growing a business.
Excellent leadership skills, with the ability to inspire and motivate a team.
Strong strategic thinking and problem-solving abilities.
Ability to communicate effectively with all levels of the organization, including clients, investors, and board members.
Excellent financial acumen, with experience managing budgets and financial forecasting.
Demonstrated ability to communicate ideas clearly and concisely.
Ability to balance multiple priorities in a fast-paced environment.
Demonstrated ability to think flexibly and focus on desired results.
MS Office (Outlook, Word, Excel, PowerPoint)
QuickBase
Good understanding of CRM, Project Management and Customer Care tools
Confluence, Jira
LMS

EDUCATION:

BS Degree in Business Administration or related field (MBA preferred)

EXPERIENCE:

10+ years of experience in executive leadership roles, preferably in the SaaS industry.

COMPENSATION:

$160,000+ based on experience

Worker Type:

Regular

Number of Openings Available:

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