Chief Operations Officer (COO)
Dublin West | Hybrid
We are partnering with a
Dublin West–based SaaS company
to appoint an experienced
Chief Operations Officer (COO)
to join their senior leadership team.
This is a key executive role within a
scaling, 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 Role
As COO, you will take ownership of
end-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 Leadership
* Provide executive leadership across Client Services and Software Engineering functions
* Establish and embed scalable processes, policies, and operating frameworks
* Drive operational efficiency through improved workflows, documentation, and standards
* Oversee day-to-day service delivery including onboarding, implementation, training, and ongoing support
Customer Experience & Success
* Lead the development and evolution of a structured Customer Success framework
* Monitor and improve customer satisfaction, engagement, and retention metrics
* Support initiatives to rebuild customer trust and recover at-risk or lost accounts
Team Development & Culture
* Build and nurture a culture of accountability, collaboration, and continuous improvement
* Recruit, develop, and retain high-performing operational and customer-facing teams
* Implement structured training, mentoring, and career development pathways
Performance Management & Reporting
* Define, track, and report on key operational KPIs including CSAT, churn, response times, and delivery milestones
* Use data to identify trends, anticipate issues, and inform operational strategy
* Present clear, actionable performance insights to the leadership team
Strategic Contribution
* Partner with the CEO and leadership team on operational and growth strategy
* Ensure operational readiness for new product and feature releases
* Champion a customer-first mindset across the organisation
Experience & SkillsEssential
* 10+ years' experience in operations, service delivery, or SaaS implementation leadership
* Proven success leading multifunctional teams (technical and customer-facing)
* Strong background in process design, operational governance, and KPI-led management
* Excellent communication skills with strong written and spoken English
Desirable
* Experience in enterprise SaaS or high-growth software environments
* Exposure to ITIL, ISO, or customer support/service frameworks
* Experience operating in regulated or complex customer environments
Personal Attributes
* Strategic thinker with a hands-on, execution-focused approach
* Empathetic, credible leader who builds trust and accountability
* Strong ownership mindset with a sense of urgency
* Data-driven and analytical decision-maker
* Passionate about customer experience and operational excellence
Why This Role?
* Join a
growing Irish SaaS company
at a critical stage of scale
* Play a central role in shaping how the business delivers value to customers
* Work closely with an experienced CEO and leadership team
* Competitive executive compensation and performance-related package