MobCast - Chief Operating Officer/Head - Customer Operations (12-20 yrs)

Role Overview :

The Chief Operating Officer (COO) is a critical leadership role within MobCast, responsible for aligning operations, customer success, and technology delivery to our mission of delivering exceptional value to clients. As the COO, you will lead the Customer Success and Delivery (Tech) teams, ensuring customer delight, seamless project delivery, and operational scalability. This role is ideal for someone with a startup mindset, who thrives on building efficient systems and processes while maintaining the agility to adapt and innovate in a fast-paced environment.

Key Responsibilities :

Operational Leadership :

- Build and optimize processes to support the rapid growth of the company, ensuring scalability without compromising quality.

- Establish operational workflows across teams to ensure alignment with business goals and customer needs.

- Act as a right-hand to the CEO in driving strategic priorities and operational excellence.

Customer Success :

- Drive customer satisfaction and retention by implementing strategies that deliver measurable results.

- Act as the key point of contact for major clients to strengthen relationships and ensure their success.

- Set up systems to track customer feedback, churn risk, and success metrics to continuously improve the customer experience.

- Collaborate with the Sales team to identify upsell opportunities and ensure smooth handoffs from sales to success.

Technology Delivery :

- Oversee the end-to-end delivery of tech projects, ensuring they are on time, on budget, and exceed client expectations.

- Work closely with the Product and Engineering teams to align technical capabilities with customer requirements.

Scaling Operations :

- Identify and implement tools, technologies, and systems to improve operational efficiency and team productivity.

- Scale the Customer Success and Delivery teams by hiring, mentoring, and empowering top talent.

- Ensure clear accountability across teams through well-defined KPIs and OKRs.

Strategic Leadership :

- Partner with the CEO to shape and execute the company's long-term growth strategy.

- Analyze operational and customer data to inform decision-making and identify growth opportunities.

- Serve as a thought leader and culture champion within the organization.

Resource and Financial Management :

- Collaborate with the Finance team to manage budgets, monitor costs, and optimize resource allocation.

- Regularly report to the CEO and investors on key operational metrics and outcomes.

Required Skills and Experience

Experience: 12+ years of experience in operations, customer success, and technology delivery, with at least 5 years in a leadership role. Experience in a SaaS or startup environment is a must.

Startup Mindset: Hands-on, solution-oriented approach to tackling challenges in a dynamic, fast-paced environment.

Leadership: Proven ability to build and lead high-performing, cross-functional teams.

Operational Expertise: Strong track record of scaling processes and managing large-scale delivery operations.

Customer Focus: Deep understanding of customer success strategies and a relentless focus on customer delight.

Technical Acumen: Familiarity with software development processes, Agile methodologies, and enterprise deployments.

Data-Driven: Strong analytical and decision-making skills with a focus on measurable outcomes.

Preferred Qualifications

Experience scaling a startup from early stages to high-growth.

Knowledge of tools like Jira, Slack, Salesforce, or other operational platforms.

What We Offer

Competitive Salary: Attractive compensation aligned with market standards.

ESOPs: Ownership in the company to align incentives and share in our success.

Dynamic Startup Culture: A collaborative, innovative, and fast-paced work environment where your impact is directly visible.

Leadership Opportunity: A chance to shape the future of a profitable, fast-growing SaaS company.

Growth: Work with a passionate team to scale a company with significant growth potential.

Join MobCast and be a part of a journey to revolutionize employee learning and engagement. If you're a dynamic leader ready to build, scale, and drive meaningful impact in a startup environment, we'd love to hear from you!