COO

Job Description 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

Key Performance Indicators (KPIs)

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

Required Qualifications

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

Skills & Competencies

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

Physical Requirements

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

Work Environment

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

Compensation & Benefits

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