Chief Operating Officer

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Take charge of decision-making processes at Boldr: clarify roles regarding who establishes standards, who makes calls, and who executes them. Ensure decision rights are transparent to facilitate business momentum without revisiting settled decisions.

• Develop the operational cadence that aligns all functions: establish reviews, metrics, and rhythms that transform strategy into execution.

• Guarantee that significant commercial and operational decisions undergo thorough cross-functional evaluation before commitments are made, ensuring no single function bears the decision alone.

• Collaborate closely with the Chief Revenue Officer (CRO) to align revenue objectives with operational and financial realities, rather than mere aspirations.

• Maintain a clear grasp of essential client relationships and the overall health of the revenue pipeline.

• Confirm that commercial commitments are operationally and technically feasible prior to announcement, bridging the gap between sales and production.

• Recognize and pursue growth opportunities that resonate with Boldr's mission, profit margins, and system capabilities.

• Oversee Boldr's operational technology stack, including the platforms, tools, and integrations that support People, Finance, and Delivery across five regions.

• Define the systems roadmap: prioritize, sequence, and allocate resources for implementations (HRIS, workforce, and operations platforms) to ensure they are effectively integrated and adopted.

• Create the data infrastructure that offers the CEO and leadership a unified, trustworthy perspective on performance: operational, commercial, and financial.

• Propel automation and responsible AI integration throughout operations to enhance productivity, quality, and profit margins.

• Establish systems readiness as a prerequisite for scaling: security, integration, and resilience must be inherent, not an afterthought.

• Directly manage the operating profit and loss (P&L) and budget. Make resource and cost decisions in operations that balance growth with responsible management.

• Maintain cost discipline and operating forecasts across all operational functions. Collaborate with the CFO on overarching company planning, capital allocation, and reporting.

• Provide the CEO with transparent, straightforward financial insights regarding operating performance, risks, and projections.

• Treat financial discipline as a fundamental principle rather than a limitation, ensuring operating metrics are clearly articulated through improved systems and data.

• Through the Vice President of Customer Experience (VP CX), be accountable for Boldr's delivery standards. Define what "excellence" means at scale and hold the organization responsible for achieving it.

• Ensure that client Net Promoter Score (NPS), retention, and service metrics are proactively managed, supported by reliable systems and data.

• Serve as the executive escalation point for critical client issues, ensuring that the system learns from each escalation.

• Drive the ongoing enhancement of Boldr's Customer Experience (CX) initiatives as a key differentiator.

• Build and sustain the operational infrastructure that fosters growth while preserving culture and quality.

• Manage cross-geographic execution: ensure process consistency, systems readiness, and accountability frameworks across the Philippines, South Africa, Mexico, Canada, and the United States.

• Identify and address structural challenges before they escalate into crises.

• Ensure every region feels adequately resourced, connected, and understands its contribution to the overall mission.

• Lead a high-performing senior leadership team, setting the benchmark for how Boldr's leaders should operate.

• Exemplify Boldr's values through your actions: accountability, transparency, curiosity, and care.

• Make the company culture tangible in operations rather than just aspirational written statements.

• Effectively manage change. As Boldr scales rapidly, this role is responsible for transformation and change management: guiding teams through transitions rather than simply implementing new systems and structures.

• Keep the CEO informed with timely updates on performance, risks, and significant decisions, underpinned by reliable data.

• Represent operations at the executive level when needed; communicate with clarity and confidence.

• Ensure compliance with regulatory and governance standards across all operational regions.

• Uphold the integrity of Boldr's B-Corp certification in the structuring and management of operations.

⛳️ Requirements

• 12+ years of senior executive leadership experience, with direct responsibility for financial outcomes and operational systems.

• Proven capability in leading multi-regional operations across diverse cultures and legal frameworks, preferably including emerging markets.

• Direct ownership of P&L or budgets at a significant scale within a service, tech-enabled services, or high-growth context.

• A history of selecting, implementing, and scaling essential operating systems (HRIS, ERP, workforce, or operations platforms) and ensuring their adoption.

• Strong financial insight, capable of interpreting balance sheets, questioning assumptions, and translating numerical data into actionable decisions.

• Proficiency with data, automation, and AI as tools to enhance productivity and profit margins.

• Experience collaborating closely with a CEO, CFO, and commercial leadership (CRO or equivalent).

• Familiarity with operating within a mission-driven, B-Corp, or ESG-focused organization (preferred).

• A reputation for delivering results: outcomes are not incidental to your strategy; they are the primary goal.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• A dynamic and inclusive work culture that values innovation and collaboration.

• Flexible working arrangements to support work-life balance.