Nomad Internet is seeking a dynamic and results-driven Chief Operating Officer (COO) to oversee and optimize the company’s operations. As a key member of the executive team, the COO will ensure seamless day-to-day operations, drive strategic growth initiatives, and implement processes that elevate efficiency and customer satisfaction across all business units. This role demands a leader with strong operational expertise, a proven ability to scale organizations, and a passion for delivering world-class customer experiences.
This is an in-office-only position.
Role Responsibilities
Operational Leadership
• Lead and oversee all operational functions, including customer support, fulfillment, logistics, and other key departments, ensuring alignment with company goals.
• Manage and optimize day-to-day operations, ensuring efficiency, productivity, and high performance across all teams.
• Build and implement scalable operational processes that support growth and enhance customer and employee satisfaction.
• Develop and maintain company-wide policies and procedures to ensure consistency and quality in operations.
Customer Operations Management
• Oversee the customer support team (remote and in-office), ensuring exceptional customer service is delivered 24/7.
• Establish and enforce performance standards, ensuring KPIs, including CSAT, NPS, FCR, AHT, CES, retention, and churn rates, are met or exceeded.
• Create and implement training programs, coaching tools, and troubleshooting playbooks for support staff.
• Act as the final escalation point for complex customer issues, driving timely and satisfactory resolutions.
Strategic Planning and Execution
• Collaborate with the CEO to define and execute the company’s long-term strategic goals.
• Identify opportunities for business expansion and process improvements that drive growth and operational efficiency.
• Analyze and leverage operational data to forecast trends, anticipate challenges, and guide strategic decision-making.
• Lead cross-departmental initiatives to ensure synergy between Sales, Marketing, Finance, Development, and Customer Support.
Team Development and Management
• Actively grow and develop the workforce, building a high-performing team capable of executing company objectives.
• Monitor employee performance, provide coaching and feedback, and address performance issues with corrective actions.
• Foster a positive, collaborative work environment that encourages innovation and accountability.
Financial Oversight
• Manage budgets, control operational costs, and identify opportunities for efficiency improvements.
• Partner with the finance department to establish accurate financial reporting and forecasting.
• Ensure compliance with regulatory and financial policies, overseeing audits and risk management.
Technology and Innovation
• Drive technology initiatives to improve operational workflows, customer interactions, and internal reporting systems.
• Oversee the development and maintenance of customer-facing platforms, including the help center and knowledge base.
Basic Qualifications
• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA preferred.
• 8+ years of professional experience in operations, with at least 5 years in a leadership role.
• Proven track record of success in scaling and optimizing operational processes.
• Previous experience in the internet service provider or telecommunications industry.
Preferred Skills and Experience
• Demonstrated experience managing multi-departmental teams and fostering a results-oriented culture.
• Exceptional communication, organizational, and leadership skills.
• Adept at working in fast-paced environments with cross-functional teams.
• Proficient in data analysis and reporting, with the ability to translate insights into actionable strategies.
• Visionary mindset with the ability to adapt quickly to changing market conditions.
Compensation and Benefits
Your base salary will be determined based on experience, education, and job-related knowledge. Additional compensation includes performance and discretionary bonuses, as well as eligibility for long-term incentives.
• Medical, vision, and dental coverage.
• Short-term disability and life insurance.
• 3 weeks of paid vacation and six paid holidays per year.
• Opportunities to lead and shape the future of a fast-growing, innovative company.
Nomad Internet is committed to delivering the best customer experience and transforming the way rural communities connect. Join us in leading our mission to the next level.
