What are the responsibilities and job description for the COO position at Palco?
CHIEF OPERATIONS OFFICER
Palco is a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Made possible by our amazing team, Palco provides technology and financial services to aid individuals and their families to thrive in their home and communities. Partnered with government agencies and fortune 500 managed care organizations across the country, we are dedicated to creating exceptional outcomes for our clients and the millions of people that count on them. We are a highly organized company that offers a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impact on the lives of people every day.
We are seeking a Chief Operations Officer (COO) to modernize, streamline, and elevate the way we serve our clients and support our teams. This is a strategic and hands-on leadership role that directly impacts our capacity to grow and maintain high quality service delivery. The COO oversees the day-to-day operational functions of the company, including the call center, enrollment, support brokerage (information and assistance), and other key operational and client-focused departments.
This leader is responsible for driving efficiency, scalability, and team development across operational areas, with a strong focus on process improvement and systems thinking. We’re looking for someone with a business mind, transformational leadership style, and a factory-precision approach to quality and systems.
Duties and Responsibilities
- Lead and manage the company’s operational departments, including the call center, enrollment, training, and support brokerage teams.
- Implement modern tools and processes to ensure the teams are equipped to handle high-volume transactions efficiently and consistently.
- Lead the redesign of various processes to reduce manual work and increase automation.
- Assess current staffing models, improve workflows, and ensure timely, accurate onboarding of new clients.
- Develop and implement a vision for support teams that maximizes efficiency and impact.
- Align the teams’ day-to-day activities with broader company goals and client outcomes.
- Redesign processes and systems to support scalable growth without increasing headcount at the same pace.
- Champion a culture of efficiency, accountability, and innovation, helping teams think beyond “the way it’s always been done.”
- Implement tools and structures that give leadership visibility into team performance, client onboarding costs, and overall operational health.
- Build and coach high-performing teams; focus on developing people, improving morale, and aligning staff with strategic goals.
- Collaborate with the CFO to ensure data-informed decision-making across departments.
- Elevate team performance through structured coaching, defined roles, and accountability mechanisms.
- Foster a culture where staff proactively identify and solve problems, continuously improve their work, and take ownership of outcomes.
- Work cross-functionally with internal leaders and occasionally with external vendors or partners to implement process improvements.
- Collaborate with IT to improve system integration across departments by serving as the operational lead in identifying business needs and process improvements, and translate those into actionable system requirements.
- Implement operational strategies that optimize labor use across departments by partnering with Finance and HR to assess the cost impact of staffing decisions and service delivery models.
- Standardize and simplify the onboarding process to reduce manual effort and improve client experience.
- Lead the cultural shift toward innovation, quality, and accountability; champion lean thinking, facilitate process improvement workshops, and support department heads in developing scalable solutions.
- Drive operational excellence by setting high expectations and modeling solution-oriented thinking.
- Establish performance metrics and dashboards to track progress, identify inefficiencies, and guide decisions.
- Use data to shape strategy and ensure alignment with business goals.
Education and Qualifications
- Bachelor’s degree in business related field.
- Proven experience transforming operational systems and scaling service-based organizations.
- Demonstrated ability to improve efficiency and quality simultaneously, ideally in a human-services or healthcare environment.
- Strong analytical thinker with experience using data to drive decisions and shape strategy.
- Experience building teams that are agile, mission-aligned, and effective.
- Excellent communication and interpersonal skills.
- Business-minded, curious, and energized by solving complex operational challenges.
- Comfortable in dynamic, growing environments where systems are evolving.
- 10 years of experience in operations, with at least 5 years in a senior leadership role.
Join Us
- This position is remote/work-from-home role. Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.
Company benefits designed for you:
- Generous Paid time off.
- Annual bonus potential.
- Retirement Savings: We will support you as you save for your future.
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
- Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts.
Benefits package:
- Employer shared Health Insurance cost
- Employer paid Disability Insurance
- Employer paid Life and AD&D Insurance
- Vision Insurance
- Cancer Insurance
- Voluntary Life Insurance
- Paid Time Off
- Remote work environment
- Paid holidays
When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:
- Bring your authentic self to work.
- Grow and thrive, both personally and professionally.
- Make a difference with our clients, in our communities, and with the millions of people we support.
- Experience work/life balance.
- Feel value and a greater purpose through the work you do.
Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
