Chief Operating Officer

Enshored is the most creative outsourcing partner for high-growth companies. Since 2014, we’ve been helping our clients tackle the challenges associated with their growth by allowing them to keep quality high and maintain profit margins while focusing their management attention on what is truly important to their business.

We seek out people who are excited to work in a fluid and dynamic environment. We promise our clients we will meet their needs, improve their operating performance, and offer the highest level of communication and reporting, even as their needs evolve.

We achieve this by living and working to a unique set of values that guide us and help define who we are:

• Grit. We never give up. We don’t always know the answer, but we don’t give up until we crack it. Sticking at it makes us stronger
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow
• Learning. Learning is the key to mobility, growth and transformation. It’s a commitment. We’re committed
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don’t want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go round
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt
• Integrity. Integrity is standing up for what we believe is right and living by our highest values

Our philosophy leads us to invest in the best people we can find, and working side by side we help them build the career paths they deserve.

JOB DESCRIPTION

Reports to: CEO

Direct Reports: Country Managers, Heads of Operations, HR, Admin and Facilities, Project Management and IT

Enshored is seeking a Chief Operating Officer who will oversee the organization’s day-to-day operations and long-term business strategies. This is a direct report to the CEO and he/she will be part of the company’s Executive team. The individual will work closely with the Executive Team, operational teams, clients, and contractors to deliver Enshored’s operations, establish best practices, assess and implement new tools, and build and maintain stakeholder relationships. This role will work with teams across the United States, Philippines, Portugal, and global clients.

ROLE OBJECTIVES

• Collaborate with CEO and Executive team
• Translate strategy into programs, teams, systems, processes
• Oversee global operations and anticipate change
• Champion the company’s values and culture internally and externally.
• Ensure effective recruiting

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operations

• Oversee daily operations of the company including Asia and European operations, HR, Facilities Management, Information Technology, and Project Management
• Prepare accurate organizational performance reports on a weekly, monthly, quarterly, and annual basis and use this data to drive change and performance improvements
• Establish policies and programs that reinforce company culture and foster a culture of continuous improvement
• Develop and implement risk management strategies to mitigate potential challenges to Enshored’s operations

Client

• Lead business reviews with clients, both onsite and virtually
• Be highly involved in all strategic RFPs and RFIs
• Present to clients on Enshored capabilities, performance, and strategy.

Strategy

• Collaborate with the C Suite to set and drive company vision, operational strategy, and hiring needs
• Future proof Enshored through the development of technology-enabled strategies that deliver sustained growth and competitive value
• Lead business transformation by adopting a data-driven approach for assessing and implementing tools, systems, and processes
• Participates in expansion activities (investments, acquisitions, corporate alliances, etc.) ensuring that expansion risk is minimized and costs are controlled and managed
• Analyze the operating model and improve ways of working

People Services

• Champions Enshored’s culture and represents the company’s values internally and externally
• Build a supportive organizational culture that fosters high-performing, cross-functional teams
• Builds and maintains relationships with key stakeholders, customers, partners, clients, and board members.
• Manage talent including Country and Department Heads providing routine guidance, counseling, performance management feedback
• Implement talent management and career pathway strategies
• Information Technology
• Assesses and implements new technologies that enhance operational efficiency and support the company’s growth objectives
• Stays abreast of industry trends and advancements in technology to keep Enshored at the forefront of innovation

Minimum Requirement Qualifications:

• Excellent leadership skills, with steadfast resolve and personal integrity
• Proven track record in optimizing business strategies
• Proven experience and demonstrated success in a Chief Operating Office or equivalent role in an organization with similar complexity, matrix of stakeholders, and size
• Works well under pressure and delegate workload effectively
• Highly organized extrovert with knowledge of data analysis and performance/operation metrics
• Unflappable personality with a positive attitude and commitment to excellence
• Culturally astute mindset

Education and/or Experience

• At least 15 years of leadership experience in a BPO, consultancy or equivalent setting
• Preferably graduate of any business-related program
• Experience working in a global, matrixed organization
• Experience in helping escalate growth in a rapidly expanding company

Language Skills

• Excellent English communication skills