Chief Operating Officer

Background

The organization is a global leader in technology-enabled customer and commercial experiences, with a strong international presence across multiple markets. With operations spanning dozens of countries and a rapidly growing customer base, the company delivers innovative solutions that combine technology, physical environments, and service-driven experiences.

This company serves as a key growth engine, supporting both enterprise and individual customers through a portfolio of products, services, and immersive experiences. The company is in a high-growth phase, expanding its footprint, capabilities, and market reach.

Summary

The Chief Operating Officer (COO) will lead and scale U.S. operations during a period of rapid growth across technology, retail, and experiential business lines. As a key member of the executive leadership team, the COO will translate corporate strategy into operational execution, building the systems, processes, and infrastructure required to support expansion across sales, operations, and customer experience.

This leader will oversee day-to-day business operations while driving long-term scalability, profitability, and organizational alignment. The ideal candidate brings a balance of strategic vision and hands-on execution, with experience in multi‑unit operations, technology‑enabled environments, and customer‑centric businesses.

Responsibilities

Operational Leadership & Strategy

• Serve as the senior operational leader for U.S. operations, partnering with the CEO and global leadership to define and execute business strategy, both nationally and internationally.
• Translate strategic priorities into clear operational plans, KPIs, and performance metrics across all business units.
• Oversee day-to-day operations across retail, venue operations, installation/project management, and customer support.
• Lead cross‑functional alignment across Sales, Marketing, Finance, HR, and Technology.
• Drive operational excellence across both B2B and B2C channels.
• Partner with Finance to oversee budgeting, forecasting, and P&L performance across all operating units.
• Develop and manage pricing strategies, service models, and margin optimization initiatives.
• Monitor revenue pipelines, installation backlogs, and operational capacity to ensure alignment with growth targets.
• Implement reporting dashboards and KPIs to track operational and financial health.
• Support contract negotiations, vendor management, and cost controls.

People, Culture & Organizational Leadership

• Build and lead a high‑performing operations organization.
• Partner with HR on workforce planning, talent development, and organizational design.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Coach and develop leaders across the organization.

Technology, Infrastructure & Process Optimization

• Oversee operational systems including CRM, ERP, and project management tools.
• Identify and implement technology solutions to enhance visibility and automation.
• Partner with global technology teams for alignment.

Customer Experience & Service Delivery

• Champion a customer‑first mindset.
• Ensure seamless execution from sales through installation and support.
• Establish service standards and benchmarks.
• Improve the end‑to‑end customer journey.
• Ensure compliance with legal, contractual, and safety requirements.
• Maintain policies related to vendor agreements and operations.
• Partner with legal and finance to mitigate risk.

Qualifications

• 15+ years of senior leadership experience in operations.
• Proven track record scaling operations in high‑growth environments.
• Experience with global growth.
• Experience leading cross‑functional teams.
• Strategic operator with hands‑on execution ability.
• Experience in sports, consumer, or experiential businesses preferred.
• Comfortable in fast‑paced environments.
• Data‑driven with continuous improvement mindset.
• Passion for innovation and technology.