CyberCoders Chief Operating Officer in Santa Monica, California
Chief Operating Officer Chief Operating Officer - Skills Required - C-Suite Experience, CRM Systems, Operations
We are an early-stage, venture-backed startup creating a new way to provide best-in-class Human Resources to small businesses all over the U.S. We like to hire go-getters - past and future entrepreneurs who view their departments like small companies. As a member of our team, you must have an insatiable drive for results. Solving customers' problems should excite you. Data should guide you. Results should inspire you. You use analytical thought to make programmatic decisions and logic-based choices, ultimately delivering value for our customers and as a business overall.
We are a next generation HR company that is growing its team to keep up with its rapidly growing client base and expanding markets. The company is looking to hire a VP Operations/COO to add to its already outstanding executive team. The role will oversee a large part of the company operations and will lead the faster-growing organization inside the company. As the fourth executive hire in the company, this role is expected to build deeply productive relationships with its executive peers. The VP Operations/COO will report directly to the company's Founder and CEO.
What's In It for You
Unlimited time off policy
Medical, dental, vision insurance
Monthly gym reimbursement
Health equipment reimbursement to promote a healthy lifestyle
Personal travel reimbursement to promote new life and travel experiences
Arts and cultural experience reimbursement to encourage participation in arts and cultural events
Office in one of the most iconic buildings in Downtown Los Angeles
What You Will Be Doing
Part 1 - Team Management
The VP Operations/COO will be responsible for leading and scaling three critical teams in the company. Two of these teams are new, and although foundational elements are in place, they will need to be built and architected from the ground up. The ideal candidate will be able to quickly assess the needs for each of these teams and implement structures and processed to maximize efficiency.
-HR Account Management: The beating heart of the company, this team manages all our clients. They are responsible for onboarding, auditing, and building HR plans for small businesses across the United States. This team creates company policies and handbooks, manages HR, and minimizes internal company conflict for clients. These functions are performed with the goal of maintaining their client book of business and retaining revenue.
-Product Processing (The “Brain” of Account Management): This team streamlines HR efforts, providing the HR Account Management Team more time to service their accounts, and in turn grow their book of business. This team creates templates and processes for the standardization and processing of client requests. They provide quality control on documents and are dedicated to ensuring that HR operations are optimized. They also serve as a knowledge resource for the HR Account Management Team and our clients, as needed.
-Customer Service & Client Success: This will be a new team that manages customer service issues. This team will research accounts, ensure they are engaging with our platform, with particularly emphasis on proactively identifying those clients that need follow-up. Customer satisfaction is paramount. This team ensures that clients' incoming questions are responded to in a timely and professional manner.
Part 2 - Areas of Responsibility
The VP Operations/COO will lead our service teams, driving policy and customer success initiatives within the company. The ability to hire, grow, train, and motivate these teams, keeping pace with other areas of the company, especially as we scale, is critical. There are three primary areas of responsibility:
-Automation, Standardization, and Efficiency: A large part of what the HR Team does can be automated with canned responses. There is also an opportunity to create and standardize a way that creates maximum efficiency across the Customer Service Team and the organization. Your job is to identify these areas, present in a prioritized fashion, and then execute across the company.
-Cross Product Adoption: Getting our clients to do two things: (1) adopt new products that we build that we believe will reduce churn, or (2) adopt and purchase new product lines that we believe will increase revenue, thereby increasing margin.
-Client Satisfaction and Churn Mitigation: There are two things that keep clients happy: (1) best-in-class HR advice and strategies, and (2) deep relationship building between our HR Managers and their small business clients. Developing strategies for the team to effectively deploy at scale will be your core focus.
Part 3 - Systems
The VP Operations/COO will not only evaluate the systems currently in place, leading initiatives for further enhancement and optimization, but also identify new systems that should be implemented to address strategic needs. This includes the selection and implementation of a Customer Relationship Management (CRM) software to assist with company operations.
The ideal candidate will also be adept at utilizing the metrics and data from these systems to make logical, powerful, strategic decisions to help guide the business. This is a high call volume business - creating the appropriate strategies, metrics, and KPIs is key.
The need to successfully collaborate with our Tech Team is a given. Working with the Tech Team to build templates to respond to inquiries in a quick and efficient manner, along with the creation and development of content strategies for canned responses, are just some examples of the initiatives that this position will need to skillfully identify and execute.
What You Need for this Position
5+ yrs of operations experience
3+ yrs of management experience, preferably at the C-Suite level
Experience with Customer Relationship Management (CRM) systems
So - if you are a COO, please apply today!
Applicants must be authorized to work in the U.S.
CyberCoders, Inc is proud to be an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
Chief Operating Officer CA-Santa Monica NNG-1502185