Chief Operating Officer

Description Chief Operating Officer (COO) - Turnaround & Growth Focus Reports To: CEO / Ownership Group Direct Reports: 10 Indirect Reports: ~100 Location: Buffalo, NY Employment Type: Full-Time, Exempt POSITION SUMMARY The Chief Operating Officer (COO) is a transformative operational leader responsible for stabilizing, strengthening, and scaling a multi-unit retail franchise organization. This role is designed for a hands-on, financially disciplined operator who excels in turnarounds, cost restructuring, and building profitable, scalable systems . Reporting directly to the CEO and CSO, the COO will lead ~10 direct reports and oversee ~100 indirect reports across district management, store operations, and back-office functions. The ideal candidate has a proven track record of taking underperforming or small organizations, tightening operational controls, reducing waste, and driving EBITDA expansion while preparing the business for sustainable growth. This is a high-impact role for a leader who thrives in environments where clarity, accountability, and operational discipline must be rebuilt or elevated. Requirements KEY RESPONSIBILITIES Operations Leadership & Turnaround Execution Assess current operational structure and implement a disciplined operating model that reduces inefficiency and improves unit-level profitability Standardize SOPs, service protocols, and operational expectations across all 25+ units Identify operational gaps, cost leaks, and process breakdowns; implement corrective action with urgency Serve as the primary escalation point for district managers and field operations Lead operational resets, store turnarounds, and performance recovery plans Oversee new unit openings and remodels with a focus on cost control and ROI Financial Performance & EBITDA Expansion Own full P&L accountability with a mandate to achieve 25-30% EBITDA on a $40M revenue benchmark Conduct deep financial analysis to identify margin erosion, labor inefficiencies, and controllable cost opportunities Implement cost-reduction strategies across labor, COGS, overhead, and vendor spend Partner with finance and ownership on budgeting, forecasting, and capital planning Establish a culture of financial literacy and accountability across district and store leadership People Leadership & Organizational Discipline Lead, coach, and develop ~10 direct reports with a focus on accountability, clarity, and performance Build a high-performance culture across 100+ indirect reports through structured expectations and consistent follow-through Strengthen talent selection, onboarding, and training programs to ensure operational readiness Implement succession planning and leadership development aligned with growth and profitability goals Conduct regular performance reviews with clear KPIs tied to operational and financial outcomes District & Field Management Set a disciplined operational cadence for district managers including store visits, audits, reporting, and action plans Ensure consistent execution of brand standards, customer experience expectations, and operational compliance Monitor unit-level performance and deploy targeted intervention plans for underperforming locations Build a field-first culture that prioritizes operational excellence and customer outcomes Back Office, Systems, & Infrastructure Oversee inventory management, scheduling systems, vendor relations, and technology platforms Implement systems that improve visibility, reporting accuracy, and operational control Strengthen compliance with franchise agreements, regulatory requirements, and internal policies Partner with HR, finance, and marketing to ensure support functions are aligned with operational priorities Strategic Growth & Profitability Evaluate new unit opportunities through a disciplined financial and operational lens Build scalable infrastructure that supports growth without sacrificing margin Identify competitive threats, operational risks, and market opportunities; develop mitigation strategies Represent operations in executive meetings, franchise discussions, and investor updates QUALIFICATIONS Required 10+ years of progressive operations leadership in retail, franchise, or multi-unit consumer businesses 5+ years in a senior executive or VP-level role with full P&L responsibility Demonstrated success leading turnarounds, cost restructuring, or operational resets Proven ability to drive EBITDA expansion and improve unit-level profitability Experience managing multi-unit portfolios of 15+ locations Strong financial acumen with deep experience in budgeting, forecasting, and P&L optimization Track record of building disciplined, accountable teams across 50+ indirect reports Preferred Franchise operations or multi-brand retail experience Experience scaling a company from 20 to 50+ units Familiarity with FDD frameworks and franchisor-franchisee dynamics Bachelors/MBA or advanced business degree Competencies Turnaround Mindset - thrives in environments requiring cost control, operational resets, and disciplined execution Decisive & Accountable - makes clear decisions and holds teams to measurable outcomes Financially Rigorous - comfortable with deep financial analysis and margin protection Field-First Operator - highly present in the field, close to the customer and the operation Systems Builder - creates structure, process, and repeatability without slowing agility High EQ Leader - motivates teams through clarity, consistency, and credibility Travel-Ready - comfortable with frequent travel across markets #J-18808-Ljbffr