Chief Operations Officer (COO)Dublin West | HybridWe are partnering with aDublin West–based SaaS companyto appoint an experiencedChief Operations Officer (COO)to join their senior leadership team.This is a key executive role within ascaling, product-led software business, focused on driving operational excellence, customer success, and service delivery at scale. The successful candidate will work closely with the CEO and department heads to build robust, data-driven operational structures that support continued growth and an outstanding customer experience.The RoleAs COO, you will take ownership ofend-to-end operational delivery, acting as the link between customer-facing teams and technical teams to ensure alignment, efficiency, and consistent execution.You will be responsible for designing and embedding scalable processes, developing high-performing teams, and using data and KPIs to continuously improve service quality, customer retention, and internal performance.This role reports directly to the CEO and forms a core part of the senior management team.Key ResponsibilitiesOperational LeadershipProvide executive leadership across Client Services and Software Engineering functionsEstablish and embed scalable processes, policies, and operating frameworksDrive operational efficiency through improved workflows, documentation, and standardsOversee day-to-day service delivery including onboarding, implementation, training, and ongoing supportCustomer Experience & SuccessLead the development and evolution of a structured Customer Success frameworkMonitor and improve customer satisfaction, engagement, and retention metricsSupport initiatives to rebuild customer trust and recover at-risk or lost accountsTeam Development & CultureBuild and nurture a culture of accountability, collaboration, and continuous improvementRecruit, develop, and retain high-performing operational and customer-facing teamsImplement structured training, mentoring, and career development pathwaysPerformance Management & ReportingDefine, track, and report on key operational KPIs including CSAT, churn, response times, and delivery milestonesUse data to identify trends, anticipate issues, and inform operational strategyPresent clear, actionable performance insights to the leadership teamStrategic ContributionPartner with the CEO and leadership team on operational and growth strategyEnsure operational readiness for new product and feature releasesChampion a customer-first mindset across the organisationExperience & SkillsEssential10+ years' experience in operations, service delivery, or SaaS implementation leadershipProven success leading multifunctional teams (technical and customer-facing)Strong background in process design, operational governance, and KPI-led managementExcellent communication skills with strong written and spoken EnglishDesirableExperience in enterprise SaaS or high-growth software environmentsExposure to ITIL, ISO, or customer support/service frameworksExperience operating in regulated or complex customer environmentsPersonal AttributesStrategic thinker with a hands-on, execution-focused approachEmpathetic, credible leader who builds trust and accountabilityStrong ownership mindset with a sense of urgencyData-driven and analytical decision-makerPassionate about customer experience and operational excellenceWhy This Role?Join a growing Irish SaaS company at a critical stage of scalePlay a central role in shaping how the business delivers value to customersWork closely with an experienced CEO and leadership teamCompetitive executive compensation and performance-related package