Head of Operations / COO

ABOUT THE VENTURE

• Hailo is an on-demand tech support company leveraging the power of personal relationships and the scalability of marketplaces to generate sustainable income opportunities for our network of tech “Angels”. Angels address the tech support and IT needs of our consumer and commercial clients. We’re like Genius Bar meets Instacart for baby boomers and empty nesters. Founded by an ex-Apple Genius in Q4 2018, Hailo has experienced rapid growth with exceptional customer retention.
 



ABOUT THE ROLE

• We are seeking an experienced and visionary executor to systemize and manage our company’s operational processes and execute strategies developed with top management, all while ensuring superb customer experience. The COO will optimize our company’s operating capabilities, employing strategies to maximize customer satisfaction as well as meet growth KPIs. The COO will assist in compiling the company’s budget and financial reports and shall oversee the implementation of and adherence to financial policies and procedures. The COO will streamline internal communication and establish policies that promulgate our company’s culture and vision throughout the entire organization.

• By setting comprehensive goals for performance and growth, the Chief Operating Officer leads employees and encourages maximum performance and dedication from them. The COO must maintain the highest level of integrity and lead by example in all areas. The role of COO is a high visibility position, requiring strong communication skills and the responsibility of being called upon to positively represent the company in the community and in the media.

• The COO will be directly responsible for the acquisition, activation, and retention of both customers and Angels. As we are a young company and are constantly experimenting, we need a COO that will help us track those experiments and from data, create processes that are proven to work. As you watch and help different parts of the organization break through roadblocks, you’ll set the standard for problem solving and experimentation.

• The COO must be a highly analytical thinker in order to present key strategic options to the team and to guide the direction of the company on a daily basis. While startup experience is not required, experience and comfort building and leading under great uncertainty is critical. Ambition to think and build big, and to ruthlessly prioritize is a must.

WHAT WE’RE LOOKING FOR

• Entrepreneurial drive: We are looking for someone who loves to build from scratch and wants to be involved in this business at every level: discussing long-term strategy one day and getting their hands dirty building the next. You should be comfortable with the ambiguity, fluidity, and risk associated with startup businesses at an early stage, but excited about the potential for huge growth at your hands.

• Getting things done: Our team moves incredibly fast and this person needs to be able to plan and execute quickly without excuses. You should be excited about experimenting, figuring out how to get things done yourself and failing fast so that we can continuously improve.

• Leadership presence: You should be someone who inspires others with your passion for the business and the product we’re building. We want a leader who can attract other top talents to the team and help them to grow and learn within our organization. Level-5 Leadership (Collins)

• Customer focus: At Hailo, human-centered design and a customer-first perspective are at the core of who we are. For you, building a solution and product which our clients and our Angels love should be your top priority.

INITIAL RESPONSIBILITIES

• Systemize the company’s operational processes to surpass customer satisfaction and company retention goals
• Implement improved processes and new technologies as needed to improve retention and smooth user experiences, collaborate with management regarding such implementation.
• Work with management to compile the company budget
• Control company costs and introduce tactical initiatives to address circumvention and other losses
• Manage invoices, money handling procedures, accounting, and bank processes
• Prepare timely and accurate financial performance reports
• Manage marketing initiatives and implement improved business practices
• Delegate responsibilities to ensure team members grow as capable participants
• Employ various initiatives to coach team members and optimize their capabilities
• Assist CEO with fundraising efforts

CHARACTERISTICS OF IDEAL CANDIDATE

• Proven experience leading diverse teams across divisions and developing talent/leaders
• Excellent written and verbal communication skills
• Ability to create order from chaos and efficient systems from jumbled processes
• Proven track record of product or project management
• Mastery over spreadsheets, ability extract actionable data from metrics
• Ability to check one’s ego and serve while leading
• Ability to sync up with and respect a visionary CEO’s lofty vision, while implementing strategy and driving execution