Chief Operations Officer

Job Description:

The Chief Operations Officer (COO) provides executive leadership for all operational functions including project management, installation services, warehousing, logistics, quality assurance, and outsourced installation oversight. The COO oversees operations teams across multiple locations and is responsible for operational performance, service delivery, efficiency, and profitability.

The Chief Operations Officer is also responsible for the development and expansion of installation services to meet current and future customer expectations, quality and cost of all services managed and delivered, and complete customer satisfaction. This role reports to the Chief Executive Officer and serves on PeopleSpace’s Executive Leadership Team. 

The Chief Operations Officer will focus on these key areas on a day-to-day basis:

PeopleSpace Ambassador

•    Models PeopleSpace vision and values when engaging clients, partners and influencers, delivering a positive, responsive and professional experience that drives an elevated level of customer satisfaction. 

•    Maintains a profitable business operation through effective management of processes and personnel.

Personnel

•    Recruit, hire, train, and develop high caliber personnel for direct report positions.

•    Ensure consistent and compliant employee relations practices are followed throughout the departments and locations.

•    Oversee performance management processes, including evaluations, compensation recommendations, and leadership development planning.

•    Establish position responsibilities, experience and skill levels, and overall organizational structure. 

•    Motivate all personnel and foster a culture of accountability, safety, and operational excellence across all logistics teams and service personnel.

Budget / Financial

•    Develop budgets for each division/department and strategic initiatives in partnership with the CFO; monitor to ensure adherence.

•    Manage divisions and departments to ensure profitability. 

Facility / Equipment

•    Oversee operations facilities, vehicles, and equipment to ensure operational readiness and adherence to safety, quality, and compliance standards.

o    Currently one installation division in Cypress, CA and two locations in Kent, WA.

•    Ensure operations expenditures are cost effective and result in quality products and services. 

Sales / Marketing

•    Develop and implement a sales plan for operational service offerings, including installation, reconfiguration, warehousing, inventory management, refurbishment, move management, and other related furniture services.

•    Monitor local competitors so knowledgeable on competitive pricing, service offerings, marketing strategies, and competitive positioning.

•    Ensure all service supervisory and regular personnel are sales oriented and proactive in taking advantage of service sales opportunities as they arise.

Processes / Procedures

•    Ensure that all division & department policies and procedures are designed to maximize productivity and profitability while maintaining the highest quality of work.

•    Ensure that work order processes are efficient, well documented and followed.

•    Implement quality control systems that ensure consistent service delivery, product integrity, and adherence to company standards.

•    Maximize use of technology, automation and AI to consistently reduce SG&A and improve customer experience.

Cross Functional Collaboration 

•    Liaison between divisions, departments and personnel and facilitate cross-functional communication to ensure seamless operational execution.

•    Participate in company management meetings representing applicable divisions & departments.

Quality and Customer Satisfaction

•    Define and monitor measurable standards of performance benchmarks for services managed and delivered; drive a customer service focus throughout departments and divisions.

•    Research customer expectations; conduct on-going customer audits and satisfaction surveys.

•    Accountable for service proficiency for all service groups and personnel.

Leadership and Management

•    Responsible for overall management and performance of applicable divisions & departments; drive excellence and best practices in each entity.

•    Drive operational efficiency through clearly documented standard operating procedures, workflow design, technology and automation standards.

•    Leadership competencies include strategic thinking, financial acumen, change leadership, executive communication, and the ability to influence and align organizations to achieve strategic objectives.

Administration and Reporting 

•    Sets and measures financial and strategic goals through effective management of department budgets and resources.

Basic Qualifications:

•    Bachelor’s degree and a minimum of ten (10) years of operations or logistics leadership experience or related role, with MBA or advanced business degree preferred.

OR

•    15 years of progressive leadership experience in operations, installation management, or project management with demonstrated success leading cross-functional teams, improving processes, and driving operational strategy to support growth and organizational performance.

Other Qualifications:

•    Visionary leader capable of initiating ideas and implementing strategies.

•    Excellent verbal, written, listening and presentation skills.

•    Recruit and develop people, build Project Management, Customer Service, Quality Assurance and Installation teams, to deliver results and facilitate change.

•    Successfully manage others and departments.

•    Strong business and financial acumen skills.

•    Excellent interpersonal and communication skills during stressful conditions.

•    Strong negotiation and vendor management capabilities to manage business and relationships.

•    Strategic and analytical thinker capable of driving creative and tactical business decisions that support PeopleSpace initiatives.

•    Make quick decisions and build consensus with team members and across all functional areas of business.

•    Quickly learn and embrace PeopleSpace Values and demonstrate through daily behaviors/actions.

•    Experience in contract office furniture, installation services, or related industries preferred.