Job Posting: Chief Operations Officer (COO) Location: Dublin Reports To: Chief Executive Officer (CEO) The Opportunity We are a leading Irish HR Technology provider, trusted by state bodies, charities, and major corporations. As we undergo a period of rapid expansion, we are seeking a strategic yet hands-on Chief Operations Officer (COO). This is a pivotal leadership role designed to be the catalyst for operational excellence, ensuring our internal structures and client-facing services scale seamlessly with our growth. The Role Reporting to the CEO, you will lead the Client Services and Software Engineering functions to ensure alignment, efficiency, and world-class service delivery. You will be the architect of our Client Success Framework, driving high standards across onboarding, implementation, and long-term relationship management. Key Responsibilities Operational Leadership: Design and implement robust processes and workflows that ensure consistent, high-quality service delivery. Client Success: Proactively monitor satisfaction, engagement, and renewal rates while leading initiatives to rebuild and strengthen client trust. Team Architecture: Recruit, mentor, and develop high-performing technical and customer-facing teams, fostering a culture of accountability. Data-Driven Strategy: Define and track key KPIs (CSAT, NPS, Churn, and Resolution times) to predict issues and guide the operational roadmap. Strategic Collaboration: Work with the CEO to shape the companys long-term strategy and ensure the organization is ready for new product rollouts. Requirements Experience: 10+ years in client operations, service delivery, or SaaS implementation management. Leadership: A proven track record of managing multi-functional teams (Engineering & Customer Success). Operational Excellence: Deep expertise in process design, governance, and KPI management. Communication: Exceptional command of English (written and spoken) is essential. Industry Knowledge (Desirable): Background in HR software, enterprise SaaS, or familiarity with ITIL/ISO frameworks. Personal Attributes A strategic thinker who isn't afraid to get hands-on with execution. An empathetic leader who inspires trust and ownership within their team. Analytical, data-driven, and passionate about the customer journey. Why Join Us? Play a leading role in a fast-growing Irish tech success story. Shape the future of how we deliver value to our enterprise client base. Competitive salary, performance-related bonus, and a comprehensive benefits package. Skills: operational leadership client success Business Strategy operational excellence