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Chief Operations Officer

Love & Company
Frederick, MD
  • Posted: over a month ago
  • Full-Time
Job Description

Chief operations Officer

Member of Leadership Team

 

Reports to: President/CEO
Status: Regular Full Time, Exempt
Hybrid Position

Love & Company

Love & Company, based in Frederick, Maryland, is a national leader in senior living marketing, research, branding, advertising and sales management. We take pride in having a top-notch team of creative marketing professionals with extensive experience in their specific areas of expertise as well as senior living.

We believe in providing an excellent employee and client experience by:

  • Developing strong and lasting client relationships built on trust and mutual respect
  • Being trusted advisors to our clients, bringing experience and knowledge they don’t have
  • Doing what is right for our clients, for our partners, and for each other. Always.
    There is no other choice.
  • Keeping a firm eye on the future as well as the present, providing our clients with innovative solutions and creative, critical thinking to address their challenges and opportunities
  • Continually striving to be better tomorrow than we are today, developing our team members’ skills and knowledge, and sharing that knowledge with each other, with our clients, and with the senior living field
Position Overview

The chief operations officer (COO) has the primary responsibility for “making the agency work.” This means ensuring that there is seamless integration between our client services, project management, creative, market intelligence, sales and workflow operations teams, and that the systems, processes and standards of performance that are needed to accomplish this are in place and followed. By ensuring the seamless integration of these things, the COO leads the company in ensuring that we meet or exceed our client experience and employee experience commitments. This, in turn, will result in increased client retention and growth, as well as in increased employee engagement and retention.

The COO will oversee all operational aspects of the business, including leading the development and implementation of the company’s annual strategic business plan, leading the planning, management and implementation of our IT and communications systems; ensuring we hire, train and engage team members effectively; and proactively managing the company’s financial performance, including both reporting on past performance and projecting future performance. The CEO will also oversee the planning and implementation of the company’s annual marketing and sales plan, ensuring that new business goals are achieved or exceeded.

This is hybrid position requiring a regular presence in Love & Company’s office in Frederick, MD.

Primary Responsibilities
  • Lead and oversee the planning and implementation of effective workflow operations systems
  • Proactively manage the company’s financial performance
  • Lead the development and implementation of the company’s annual business plan
  • Plan and lead ongoing leadership and management team meetings
  • Manage the company’s business development and marketing efforts
  • Oversee the company’s human resources program
  • Plan and manage the company’s technology systems
  • Oversee general office operations
  • Develop the skills of the workflow operations, marketing, sales, HR, administrative and accounting teams
Detailed Responsibilities
  • Lead and oversee the planning and implementation of effective workflow operations systems
  • Ensure all project workflows are well developed, communicated, effectively implemented and regularly updated
  • Work with the client services, project management and integrated marketing services (IMS) teams to ensure all workflow management systems are working effectively, and to continually look for ways to improve the system’s effectiveness and ease of use
  • Continually evaluate the company’s ability to meet or exceed our client experience commitments
  • Continually evaluate the company’s ability to meet or exceed our employee experience commitments
  • Ensure project scopes and templates are fully developed and implemented, including feedback systems to continually enhance the accuracy of the templates
  • Proactively manage the company’s financial performance
  • Proactively identify and implement ways to improve company financial performance, with the goal of generating an annual net operating income (NOI) of at least 15%. This includes identifying ways to increase revenue and more effectively manage expenses.
  • Oversee the company’s revenue projection system, forecasting expected revenue by client by month, measuring and reporting on the accuracy of projections, and implementing processes and procedures to increase accuracy, if and as needed
  • Oversee the management of the company’s operating expenses, especially payroll, using the business plan and future revenue projections to determine when additional staff is warranted
  • Regularly review and analyze reports on the company’s financial performance versus plan and budget, identifying reasons for variations and updating the plans, budgets and projections for coming months and quarters.
  • Regularly report on the company’s financial performance to the president and leadership team, clearly identifying and summarizing the primary factors affecting our performance, and the steps the company should take to improve performance
  • Develop and present recommendations for modifications of business plans and budgets if financial goals and targets are not being realized
  • Lead the development and implementation of the company’s annual business plan
  • Using our standardized planning tools (with a free license to amend and improve those tools), lead the development of the annual business plan, including developing revenue projections, operations and payroll budgets; planning and leading the company’s annual business planning retreat (the Advance!); and leading the development of strategic business initiatives for the coming year
  • Manage the implementation of the strategic business initiatives, working with other team leaders as appropriate to develop and oversee implementation plans
  • Report regularly on the progress of the plan’s implementation at leadership and management team meetings
  • Develop agendas, take minutes and track resulting tasks and follow-up responsibilities for management team and board meetings
  • Plan and lead ongoing leadership and management team meetings
  • Develop agendas, assign minute tracking, and track tasks and follow-up responsibilities coming from leadership and management team meetings, and from board meetings
  • Prepare and distribute reports for meetings well in advance of those meetings (minimum of three business days)
  • Manage the company’s business development and marketing efforts
  • Oversee the development of the company’s annual marketing plan
  • Manage the ongoing implementation of the plan
  • Regularly track and report on the progress and effectiveness of each year’s plan, including tracking new business revenue versus goal
  • Track and report on marketing program expenses versus budget
  • Oversee the company’s human resources program
  • Oversee the company’s talent acquisition program, including identifying ways to enhance the company’s recruiting and hiring processes to find new team members
  • Oversee the development and implementation of strong orientation and training programs for new team members
  • Oversee and ensure that career development programs are in place for all team members
  • Develop and implement annual plans to build and enhance employee engagement, including regularly measuring and reporting on employee engagement and team members’ satisfaction with the employee experience
  • Oversee the planning and implementation of company benefit programs
  • Plan and manage the company’s technology systems
  • Oversee the planning and management of the selection, installation and ongoing use of the systems and technology we use to ensure smooth communications and workflow; this includes, but is not limited to, accounting systems, workflow management systems, communications tools, computers, networking, cloud-based storage and file systems, video conferencing, printers, file sharing, file backup systems, phones and other technology systems
  • Manage the relationship with outsourced technology vendors, including ongoing service and systems planning teams
  • Develop annual IT plans and budgets in coordination with the outside technology vendor

 

 

  • Oversee general office operations
  • Oversee the company’s purchasing systems to ensure we meet budget expectations
  • Oversee management of the company’s insurance coverages and contracts
  • Ensure the physical office environment reflects company standards for attractiveness and neatness, and is encouraging of creativity
  • Manage other office operational functions as appropriate
  • Develop the skills of the workflow operations, marketing, sales, HR, administrative and accounting teams
  • Work with each employee (or manager of employees) to identify performance strengths and opportunities for improvement, and to identify specific actions employees can take to improve performance and/or enhance their role in the company
  • Meet with each direct report monthly to review overall performance and achievement of goals
qualifications

This is a supervisory-level position on the leadership team. The individual should have the following experience and capabilities:

  • 10+ years of general operations management experience, including financial and accounting management, IT, HR, workflow systems and processes, and insurance experience
  • Experience with advertising and marketing agency systems and workflows (ideal but not required)
  • Proven ability to effectively manage and motivate a team
  • Demonstrated strategic and analytical thinking skills
  • Demonstrated behaviors and skills that align with Love & Company’s culture and values
  • Excellent organizational and people skills
  • Strong writing and communication skills; dedication to error-free work and communications
  • Superior interpersonal skills with the ability to work with all levels of an organization
  • Advanced knowledge of Microsoft Office (MS Word, Excel, PowerPoint, SharePoint)
  • Basic knowledge of Macintosh and/or Windows computers, especially with Microsoft Office Suite
  • Ability to travel overnight when necessary
  • Bachelor’s degree

 

application Details

To apply, please submit online at:  https://loveandcompany.com/careers/:

  • A detailed letter explaining why you are interested in the position, the strengths and benefits you can bring to the firm, and the experience you have in the above areas
  • Your resume
  • Your salary requirements

 

NOTE: Resumes will ONLY be accepted with a cover letter and salary requirements.

 

Love & Company is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

 

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Love & Company

Address

Frederick, MD
USA

Industry

Business

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