Chief Operating Officer (COO)

The reason this position was created
The Chief Operating Officer (COO) is the corporate executive who oversees ongoing business
operations within the company. The COO reports directly to the CEO (Chief Executive Officer)
as second-in-command, overseeing company operations and the work of company executives.
Working alongside, and at the direction of the CEO, the COO furthers TalkTime’s initiatives,
culture, mission, vision, values, and operating strategy.

The most important ways to spend time in this role
The four pillars for success as a COO are: People, Training, Navigation, and Communication.
 People
o Acquire and retain company talent.
o Build and maintain stakeholder partnerships and equity.
o Create shareholder and stakeholder value.
 Training
o Develop company leaders.
o Support operational processes to increase company efficiency and efficacy.
o Protect institutional knowledge and leverage team member Knowledge, Skills,
Abilities, and Other characteristics (KSAO’s) as a competitive advantage.

 Navigation
o Protect the company from adverse action or illegal practices.
o Exemplify and act legally, ethically, and morally in all conduct of business.
o Operate within civil, common, international, and extraterritorial laws.
 Communication
o Furthering the mission, vision, values, and culture set forth by the CEO.
o Acting as the face of internal operations and company leadership.
o Establishing policies that promote company mission, values, vision, and culture.

In addition, the COO will:
 Design and implement business operations strategy based on the vision and strategic
priorities of company shareholders.
 Oversee operations of the company as well as the work of the executive team.
 Hold company leaders accountable for meeting or exceeding operational goals.

The most important duties and tasks for this position
A “day in the life” will consist mainly of the following tasks and responsibilities:
 Set comprehensive goals for performance and growth.
 Communicate with, and submit reports to, the CEO regarding matters of importance.
 Build and maintain positive relationships with carriers, vendors, and strategic partners.
 Evaluate company performance by analyzing and interpreting data and metrics.
 Establish and communicate business strategy, policies, and company announcements.
 Oversee daily operations and the work of company executives or interim department
heads (Operations, Sales, Marketing, Information Technology, Human Resources,
Finance, etc.).
 Participate in expansion activities (investments, acquisitions, corporate alliances, etc.).
 Lead employees to encourage maximum performance and dedication.
 Conduct One-on-One strategy conversations with each executive, direct report (or
interim department head).
 Hold departmental and executive meetings.
 Review and adapt existing infrastructure to exploit opportunities for growth or efficiency.
 Engage, when possible, in the on-boarding of new team members.
 Recognize, acknowledge, and celebrate company achievements.
 Other duties and tasks as business needs require.
The traits and characteristics needed to be successful in this position
 Experienced leader with proven track record of success developing and controlling
multiple organizational functions (IT, Inventory, Operations, HR, Finance, etc.).
 Previous Profit and Loss responsibility and accountability for driving extensive and
sustainable growth.
 Strong negotiation skills in high-stakes business environments (for example, labor
negotiations, legal negotiations, partnership negotiations, acquisitions, etc.)
 Ability to achieve outcomes in an environment of constant change without compromising
company values, mission, vision, legal compliance, ethics, or long-term business goals.
 Business acumen, including working knowledge of business analytics, legal and
insurance compliance, risk analysis, public speaking and mass communication skills.
 Working knowledge of Financial duties (understanding of Profit and Loss statements,
developing departmental budgets, inventory control, cost of goods sold, etc.).
 Commitment to diversity and inclusion efforts across the organization.
The simplest, easiest way to see if this job is being done well
Customers are satisfied. Employees are happy. Company profitability is growing. Shareholder
goals are being met. More specifically:
 Expansion goals and timelines are met.
 Net Promoter and Guest satisfaction metrics consistently meet or exceed target goals.
 Employee retention is above industry average.
 Employee turnover is below industry average.
 Company reputation is among the best in the industry and local communities in which it
serves.

 Company leadership trusts your judgment and values your insight.
Position Qualifications and Minimum Physical Requirements
Desired Qualifications:
 Current or former operational executive (CEO, COO, President, SVP, GM, etc.)
preferred.
 10+ Years of management experience with demonstrable track record of success.
 Bachelor’s Degree in Business or related field, MBA strongly preferred.
 Equivalent work experience or combination of experience and education considered.
 Working knowledge of business infrastructure and organizational structures.
 Strong technical and analytical aptitudes, including MS Office proficiency, experience
managing projects, performance management and reporting skills.
 Superb communications skills, when writing, public speaking, or operating politically
behind-the-scenes.
Physical Requirements:
 Valid Driver License with clean driving record.
 Ability to stand, sit, or walk for extended periods (up to two hours at a time).
 Some bending and twisting may be required (for example, to assist with stocking shelves
or counting inventory or filing paperwork).
 Ability to lift at least 40 lbs. without assistance.
Position Structure

Additional Compensation:

• Store Discounts
• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off

This Company Describes Its Culture as:

• Innovative — innovative and risk-taking
• Aggressive — competitive and growth-oriented
• Stable — traditional, stable, strong processes
• People-oriented — supportive and fairness-focused
• Team-oriented — cooperative and collaborative

This Job Is:

• A job for which military experienced candidates are encouraged to apply