Chief of Staff

Accountabilities • Strategic Execution and Operations

• Own and track CEO-level priorities, strategic initiatives, and objectives and key results (OKRs) across departments, ensuring projects progress from concept through execution.

• Lead high-priority, cross-functional projects, such as new service line launches, technology integrations, and geographic expansions, until permanent ownership is established.

• Establish and maintain an effective operating rhythm for executive meetings, board preparation, strategic planning sessions, and company-wide communications.

• Translate broad strategic goals into structured roadmaps, milestones, and measurable outcomes.

• Executive Partnership and Leadership Alignment

• Act as a trusted strategic partner and sounding board to the CEO, synthesizing complex operational information and helping prioritize requests and decisions.

• Facilitate communication and collaboration across global leadership teams in the United States, Latin America, and the Philippines.

• Track executive decisions, key performance indicators (KPIs), and strategic commitments to ensure accountability and timely follow-through.

• Identify and resolve operational bottlenecks before they affect business performance or growth.

• Culture and Organizational Development

• Lead initiatives that strengthen a remote-first culture centered on accountability, continuous learning, hard work, and mutual respect.

• Support organizational change and scaling initiatives by promoting clarity, alignment, and buy-in across teams and regions.

• Strengthen connections between leadership and distributed employees to support a consistent organizational culture.

• Performance and Continuous Improvement

• Analyze operational metrics, including resolution rates, customer lifetime value (LTV), customer satisfaction (CSAT), and capacity planning data.

• Use quantitative analysis and critical thinking to evaluate business scenarios, inform decisions, and improve operational effectiveness.

• Identify opportunities to leverage automation and AI-enabled customer experience tools to support scalable operations.

Requirements

• MBA and at least 5 years of experience in management consulting, operations, strategic planning, or a Chief of Staff or Operations Lead role within a scaling business or business process outsourcing (BPO) or customer experience (CX) organization.

• Direct experience working with distributed, global, or multicultural teams across multiple time zones.

• Strong analytical and quantitative skills, including the ability to interpret operational data, perform calculations, evaluate financial and operational scenarios, and make data-driven decisions.

• Familiarity with operational performance metrics such as resolution rates, customer lifetime value, customer satisfaction, and capacity planning.

• Comfort with modern automation technologies and AI-driven customer experience tools.

• Demonstrated ability to turn ambiguous strategic objectives into clear, structured, and measurable execution plans.

• Exceptional written and verbal communication skills, with the ability to influence senior leaders and drive alignment without direct authority.

• Strong project management, prioritization, and problem-solving capabilities, particularly when navigating complex, cross-functional initiatives.

• A proactive, adaptable, and resilient approach, with the ability to thrive in a fast-paced, lean, and high-accountability environment.

• Ability to work effectively in a fully remote global organization. Candidates based in or near Columbus, Ohio, are preferred.

Benefits

• Remote flexibility: Work remotely from anywhere in the United States, with a preference for candidates based in Columbus, Ohio.

• Executive-level exposure: Work directly with the CEO and senior leadership, with meaningful ownership of strategic priorities and business outcomes.

• High-impact responsibilities: Help shape company strategy, operational performance, and organizational development.

• Growth opportunity: Gain direct exposure to scaling a global, technology-enabled customer experience organization.

• Global collaboration: Work with a distributed team spanning the United States, Latin America, and the Philippines.

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