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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.

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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

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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

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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

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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

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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

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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

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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