COO

About Next Wave Services

Next Wave Services, LLC is a fast-growing, client?centric digital services company specializing in website design, maintenance, automation, and digital operations support. We operate with a fully distributed team and pride ourselves on high-quality delivery, operational excellence, and strong client relationships. As we continue to scale, we are seeking a strategic and execution?focused Chief Operating Officer (COO) to lead daily operations, improve systems, grow the team, and help drive the company into its next phase.

Position Summary

The COO will oversee and optimize all internal operations, ensuring that the company runs efficiently, profitably, and with exceptional quality. This role is ideal for a process-driven leader who understands digital agencies, remote teams, workflow automation, and the complexities of managing client delivery at scale. The COO will translate the CEO’s vision into executable systems, lead department heads, and ensure performance, accountability, and operational clarity.

Key Responsibilities

1. Operational Leadership
Oversee all day-to-day operations across production, client support, sales support, automation, and quality control.


Implement and refine SOPs, workflows, and systems that improve efficiency and quality.


Establish and track operational KPIs and ensure teams consistently meet goals.


Monitor project timelines, workload, and team capacity to ensure on-time delivery.


Ensure smooth onboarding and fulfillment processes for all services.


2. Team & Culture Management
Directly lead department managers and team leads across multiple global regions.


Conduct performance reviews, manage accountability, and support career development.


Ensure strong communication flow between leadership and all tea ---------- mbers.


Uphold a culture of excellence, ownership, and continuous improvement.


3. Strategic Planning & Execution
Partner with the CEO to translate company goals into operating plans.


Build scalable systems as the company moves into new service offerings.


Improve profitability through cost management, staffing structures, and workflow efficiency.


Lead strategic initiatives such as automation improvements, new department implementation, or service expansions.


4. Financial & Resource Management
Collaborate with the CEO and finance team on budgeting and forecasting.


Optimize labor allocation and staffing plans.


Track operational expenses and identify cost-saving opportunities.


Guide pricing strategy from an operational capacity and resource perspective.


5. Client Experience & Quality Control
Ensure every client receives consistent, exceptional service.


Oversee quality assurance systems and implement improvements.


Manage escalations and ensure quick resolution.


Work with the team to strengthen retention and client satisfaction.


Qualifications
Required:
5+ years of experience in operations leadership, preferably in a digital agency, SaaS company, or service-based business.

Demonstrated success managing distributed or global teams.

Strong process-building and systems-thinking skills.

Experience with automation tools (e.g., Zapier, Make, n8n) and operations platforms.

Ability to analyze data, KPIs, and performance metrics.

Exceptional communication, management, and organizational abilities.

Proven track record of improving operational efficiency and profitability.


Preferred:
Experience scaling small-to-mid-size companies.


Familiarity with website development, digital production workflows, or tech service delivery.


Exposure to Lean, Six Sigma, EOS/Traction, or similar operational frameworks.


Key Competencies
Strategic thinker with strong execution capability


Process-oriented and detail-driven


High emotional intelligence and leadership presence


Data-driven decision-making


Ability to thrive in a fast-paced, entrepreneurial environment


Strong problem-solving and critical?thinking skills


Success Metrics (First 12 Months)
Improved operational efficiency and delivery timelines


Reduced project bottlenecks and escalations


Strong KPI tracking and reporting systems in place


Increased client satisfaction and retention


Organizational structure optimized for growth


High performance and accountability across teams