Job Title: Chief Operating Officer (COO)
The Chief Operating Officer (COO) is responsible for the operational performance, delivery excellence, and overall efficiency of the organization. This executive leader ensures that daily operations—including production, fulfillment, logistics, client service delivery, and cross-site coordination—are aligned with strategic goals and growth objectives.
The COO oversees process optimization, resource allocation, performance management, and operational scalability while fostering a culture of accountability, collaboration, and operational excellence. This role serves as a key partner to executive leadership in driving continuous improvement, operational discipline, and high-quality client outcomes.
Key Responsibilities
- Lead day-to-day operations, including print production, mail fulfillment, logistics, facilities, and client delivery teams
- Implement scalable processes, SOPs, and operational best practices across all departments and sites
- Drive continuous improvement initiatives focused on efficiency, quality, labor optimization, turnaround time, and cost reduction
- Ensure timely, accurate, and compliant execution of production programs and client deliverables
- Oversee capacity planning, scheduling, and equipment utilization to meet operational and client targets
- Monitor and improve KPIs including:
- On-time delivery
- Labor efficiency
- Waste reduction
- Downtime
- Quality metrics
- Champion cross-site operational alignment and collaboration
- Partner with Finance on costing, margin improvement, budgeting, and capital investment planning
- Collaborate with IT and Strategy teams to implement automation, technology enhancements, and workflow improvements
- Provide leadership, guidance, and professional development to department heads, supervisors, and site leaders
- Support recruiting, training, and retention efforts alongside Human Resources
- Maintain a safe, compliant, and audit-ready work environment
- Participate in executive-level strategic planning and operational forecasting
- Report operational performance metrics and recommendations to executive leadership
- Foster a culture of accountability, continuous improvement, and client-focused execution
- Perform additional duties as needed to support organizational objectives
- On-Time Delivery Percentage
- Jobs Delivered Without Rework or Complaint
- Equipment Utilization
- Cost per Job / Cost per 1,000 Pieces
- OSHA Safety & Compliance Metrics
- Cross-Site Operational Consistency
- Labor Efficiency & Productivity Metrics
- Waste and Scrap Reduction
- Capacity Utilization
- Client Escalation Rate
- Process Improvement Implementation Rate
- Operational Budget Adherence
- Bachelor’s degree in Operations Management, Industrial Engineering, Business, or related field preferred
- Minimum of 10 years of progressive operational leadership experience
- At least 5 years in a senior leadership role overseeing manufacturing, print/mail, fulfillment, logistics, or service operations
- Proven success leading multi-site operations and high-performance teams
- Strong knowledge of lean manufacturing, Six Sigma, or continuous improvement methodologies
- Excellent organizational, analytical, and problem-solving skills
- Strong communication, facilitation, and executive presentation abilities
- Experience managing budgets, capital investments, and operational financial performance
- Ability to lead change initiatives and scale operational processes
- Strong interpersonal leadership skills with the ability to influence teams across departments and locations
- Knowledge of operational metrics, compliance standards, and industry best practices related to print, mailing, fulfillment, or manufacturing environments
- Strategic and operational leadership
- Process optimization and execution discipline
- Cross-functional team leadership
- Operational scalability and efficiency improvement
- Strong analytical and quantitative skills
- Excellent communication and collaboration abilities
- High emotional intelligence and leadership presence
- Ability to prioritize competing demands in a fast-paced environment
- Ability to sit, stand, walk, and operate office equipment regularly
- Occasional lifting or carrying up to 25 lbs
- Ability to travel periodically to company locations, client sites, or vendor facilities
- Strong visual acuity and ability to work in both office and production environments
- Professional office setting with regular interaction across production, fulfillment, logistics, and leadership teams
- Frequent collaboration with executive leadership and cross-functional departments
- Moderate noise levels with occasional high-activity operational demands
- Multi-site operational oversight and periodic travel required
- Competitive executive compensation package
- Performance-based bonus opportunities
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Leadership development and growth opportunities
- Executive-level strategic influence within a growing organization
Key Performance Indicators (KPIs)
Required Qualifications
Skills & Competencies
Physical Requirements
Work Environment
Compensation & Benefits
