Provide strategic, operational, and administrative support to the Chief Operating Officer in the management of teams, processes, and technology improvements pertaining to our corporate- and executive-level projects for all of our service and operations across the company. 

This position demands a proactive and fast pace of work, but positive and carefully thought-out results with a focus on calculated decisions, driving results and intense follow-up.  The ideal candidate has a strong technical and project management orientation with a critical, data mindset in problem solving. 

Key Responsibilities

Project and Process Management & Continuous Improvement (50%)  

• Partner with COO to organize and resolve day-to-day operational and executive/corporate matters to ensure company goals are met
• Lead the planning, execution, and monitoring of projects of operational and corporate projects 
• Use data analytics to track project performance, measure key performance indicators (KPIs) and ensure projects and initiatives align with objectives and service level agreements (SLAs). This includes department and process specific analysis, capacity planning and ROI
• Foster cross-functional collaboration and coordinate meetings, drive agendas and project delivery within all service teams to drive success
• Demonstrate exceptional leadership skills to inspire and motivate others in achieving project objectives. Utilize persuasive abilities and influence to gain buy-in from stakeholders and overcome potential obstacles
• Foster a culture of continuous improvement by actively seeking opportunities to optimize processes and procedures, enhance project management methodologies and implement best practices
• Identify issues and propose solutions 

Reporting, Tracking and Documentation (25%)  

• Regularly track and report on project performance, providing clear and concise updates, outcomes and recommendations to the COO, department leaders and other stakeholders. 
• Monitor and help maintain overall Operations budget, including headcount management, outsourced consultant budgets, and vendors.
• Prepare materials for internal and for Board-level presentation.
• Along with department leaders, maintain documentation of processes.
• Document management and version control using SharePoint and other tools.
• Create templates and prepare reports, along with other documentation of operational processes.

Departmental Strategy and Communication (25%)  

• Ensure regular collaboration between department managers and/or representation of each department. 
• Coordinate communications and inter-departmental announcements and meetings.
• Track budget and open positions, liaising with People and Talent Team and Corporate Finance Team.
• Regular involvement and/or management of recruitment and hiring for the Operations teams, liaising with People and Talent Team.

Requirements

Project Management, Multitasking, Prioritization: 

• Demonstrates a strong capability to handle multiple tasks and projects simultaneously without compromising quality or timelines. 
• Excellent at prioritizing tasks and pivoting between responsibilities as required by changing business needs or unexpected challenges. 
• Project management experience, ideally in a business services sector.

Organizational Skills 

• Exceptionally well-organized with a proven track record of managing tasks, projects, and teams in an orderly and efficient manner. 
• Ability to structure workflows and processes to enhance efficiency and clarity among team members. 

Communication Proficiency 

• Stellar oral communication and written skills, capable of conveying complex information clearly and persuasively to a variety of stakeholders.
• An effective listener, able to understand and address the concerns of colleagues and stakeholders.

Adaptability and Learning Agility 

• Quickly absorbs and retains new knowledge and skills, demonstrating a high level of intellectual curiosity.
• Adapts to new situations and challenges, using newly acquired knowledge effectively to solve problems.
• Acquire and maintain basic knowledge of all departments and deliverables (corporate teams, as well as operations teams, including tax, legal, finance, accounting, and implementations).
• Ability to research, source information and work self-sufficiently.

Leadership and Team Management 

• Experience leading diverse teams, managing both people and projects with a track record of successful outcomes 
• Proven ability to inspire, motivate and direct teams towards achieving results 

Technical Proficiency  

• Mastery of essential software programs such as Microsoft Outlook, Excel, Word, and various Project Management tools. 
• Technologically savvy, with the ability to leverage technology to improve organizational processes. 
• Experience in introducing and improving technological tools to refine internal processes. 
• Bachelor's degree preferred, ideally in a field related to business, management or operations 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.    

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.