Chief Operating Officer

Job Description

Job Description

Job Summary

We are seeking a strategic and execution-focused Chief Operating Officer (COO) to lead and oversee all operational aspects of Taylored Systems. The ideal candidate will possess deep industry expertise, a proven ability to translate vision into actionable and disciplined strategy, and the leadership acumen to drive accountability across teams. This role is pivotal in aligning operations with the company’s long-term goals and ensuring excellence in service delivery, client satisfaction, and revenue growth.

Key Accountabilities (3-5)

1) Chief day-to-day EOS Champion

2) Company Financial Performance

3) Primary teammate responsible for organizational Leadership, Management, Accountability

 

Key Measurables (1-3)

1) Path to achieving Best In Class Operational/Financial performance

2) Best-in-class NPS and CSAT 

3) EBITDA growth and margin (top 25%)

4) Continued annual MRR growth of 15-20%

5) Employee Engagement

6) Gross Margin %

What you bring to the position

• You embody and align with our core values and appreciate the strength and stability that comes from working with a value-based company. You appreciate the power and efficiency of consistency in the “ways” we operate. 
• You enjoy setting a standard that goes with being on a path towards being the best organization in our industry and then supporting the team that is driving towards that goal while exiting those that aren’t willing or able to improve themselves to meet that standard. 
• You can think creatively and adapt to evolving situations. You have the foresight to prepare the organization to consistently lead through the evolving needs of both our industry and customers.
• You understand the need to collaborate with your team members and other departments, and that synergy comes from everyone rowing in the same direction. 
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You enjoy taking initiative and teaching others how to take initiative within the EOS framework and that it is effectively communicated. You empathize and support your team meeting quarterly goals while being clear about meeting the organizational standard.
• You take what you do seriously, but you do not take yourself too seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”
• You love the challenge of making strategic, organizational adjustments to an exponentially changing environment and are willing to take risks not to just withstand it, but to capitalize on it.

Duties and Responsibilities

You will provide STRATEGIC OVERSITE to the position by:

• Collaborating with the CEO to refine and execute the company’s vision and strategic plan.
• Translating high-level vision into operational strategies and measurable objectives.
• Leading cross-functional initiatives to drive growth, scalability, and profitability.

You will utilize your OPERATIONAL SKILLS to efficiently:

• Oversee daily operations across all departments, ensuring efficiency and alignment with strategic goals.
• Implement and monitor KPIs to track performance and drive continuous improvement.
• Ensure compliance with industry standards, regulations, and best practices.

You will use your PEOPLE MANAGEMENT SKILLS to inspire and coach your team:

• Directly manage the Leadership Team including the Director of Sales, Director of Low Voltage, Director of Technologies Services, Financial Controller, and Human Resource Generalist.
• Foster a culture of accountability, collaboration, and high performance.
• Mentor and develop leadership talent across the organization.

You will use your CLIENT & SERVICE EXCELLENCE SKILLS to:

• Champion a customer-centric approach to service delivery and support.
• Ensure operational readiness for new service offerings and client onboarding.
• Drive innovation in service delivery models and operational processes.

You will use your FINANCIAL & RISK MANAGEMENT SKILLS to:

• Partner with the Financial Controller to manage budgets, forecasts, and financial performance.
• Identify and mitigate operational risks to ensure business continuity.

Professional Skills

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
• Leadership – Lead people and get results through others in a positive and inspiring manner.
• Management – Organize and manage multiple priorities. 
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
• Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments. 
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.

Education, Licensing, Certification, and Work Experience

• Bachelor’s degree in Business, Technology, or related field (MBA preferred).
• Experience in implementing and operating within the EOS (Entrepreneurial Operating System) business model is strongly preferred.
• Proven experience as a COO or in a senior operational leadership role within an IT MSP or related technology services industry.
• Strong understanding of MSP business models, service delivery frameworks, and client lifecycle management.
• Demonstrated success in translating vision into strategy and delivering results.
• Exceptional leadership, communication, and organizational skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Experience scaling operations in a high-growth MSP environment.
• Strategic thinker with a hands-on approach to execution.
• High emotional intelligence and a collaborative leadership style.
• Multi-location responsibility is preferred. 

You will follow Taylored Systems Core Values

1. Humor & Fun

• We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails.
• We collaborate and value sharing our unique perspectives.
• We’re inclusive and create activities that align with people’s interests and passions.

2. Resilience

• We pride ourselves in meeting high-pressure challenges.
• We never quit and demonstrate the ability to see daunting assignments through successfully.

3. Lead by Example

• We demonstrate courage in having crucial (and sometimes “tough”) conversations.
• We are reliable and highly accountable in our use of systems and tools.

4. Continuous Improvement

• We’re creative thinkers who can adapt to evolving situations.
• We’re humbly confident, know our stuff, are willing to coach and be coached.
• We’re willing to make “healthy” self-sacrifices for the greater good.

5. “Team First” Initiative

• We are proactive and stay on top of training and certifications.
• We willingly take on more responsibility if we see a need and can assist.
• We view individual accountabilities as representing the whole team.

Benefits

• Relocation Assistance: A relocation package is available for this position for qualified candidates
• Medical, Vision, and Dental insurance
• Retirement Savings Plan (401k) with an Employer Match
• Company-provided Life and AD&D Insurance
• Company-provided Short-Term & Long-Term Disability Insurance
• Paid Holidays 
• Generous Paid Time Off (PTO) for vacation, sick leave, and personal time
• On-site fitness room available for employee use
• Employee Engagement events throughout the year

Taylored Systems is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, gender, sexual orientation, gender identity, veteran status, age, or disability. This position does require a pre-employment background check and 5-panel drug screen.