Chief Operating Officer

The ideal candidate will be responsible for ensuring operational excellence across the organization. Your primary goal will be to increase our organization's productivity, efficiency, and profitability. You will advise the CEO on key operational insights as well as provide coaching to employees.

Responsibilities

• Produce annual operation forecasting report and strategy
• Oversee and evaluate day-to-day operations
• Identify new market opportunities to accelerate growth
• Present operational strategy recommendations to the CEO based on your market research

The company manufactures from its Orlando-area facility, sources premium materials globally, operates a national delivery network, and sells through its galleries, a national trade show division, and a growing dealer network.

With approximately 200 employees across manufacturing, logistics, customer service, and corporate operations, our client is entering its next stage of growth. The company is seeking a highly driven, hands-on Chief Operating Officer to organize and strengthen its operations, improve customer experience.

This is an onsite leadership position based in Orlando, Florida. The successful candidate must be willing to work directly inside the business, engage with employees at every level, and take ownership of operational execution.

Key Responsibilities

• Lead day-to-day operations across logistics, delivery, customer service, support, manufacturing coordination, warehousing, and corporate functions.
• Improve the company’s delivery and fulfillment operation, including scheduling, routing, installation coordination, customer communication, and issue resolution.
• Establish clear operational KPIs, service-level expectations, dashboards, and accountability standards across departments.
• Build a disciplined customer service organization with scheduled client follow-ups, escalation procedures, response-time expectations, and measurable performance standards.
• Identify operational bottlenecks, service failures, inefficiencies, and breakdowns in communication, then implement practical solutions.
• Organize systems, processes, roles, and reporting structures to create greater consistency and accountability throughout the company.
• Lead the selection and implementation of CRM, workflow, scheduling, and operational management systems.
• Establish an effective operating cadence, including leadership meetings, performance reviews, departmental reporting, and follow-through on commitments.
• Partner closely with the CEO, CFO, and department leaders to improve profitability, scalability, employee performance, and overall customer experience.

Ideal Candidate

• Proven success leading operations within a $50 million to $150 million revenue company.
• Strong logistics, delivery, fulfillment, warehousing, installation, or field-service experience.
• Experience managing a business model involving scheduled residential or commercial deliveries, like furniture, appliances, HVAC, building products, or large-item fulfillment.
• Significant customer service leadership experience, including KPI development, escalation management, client follow-up processes, and team accountability.
• Background in manufacturing, distribution, consumer products, or a multi-location operating environment.
• Demonstrated ability to implement systems, CRM platforms, operating procedures, and management reporting.
• Hands-on, entrepreneurial leader who is comfortable moving between strategy, the warehouse, the manufacturing floor, customer service, and field operations.
• High-energy, demanding, and accountable, with the ability to bring structure to a fast-moving entrepreneurial organization.
• Experience working with international suppliers in Europe or Asia is beneficial, particularly involving tariffs, foreign currencies, or global sourcing.