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Chief Operating Officer
Remote, RemoteCHIEF OPERATING OFFICER
THE OPPORTUNITY
Our client, a rapidly growing, PE-backed tech-enabled services company, is seeking an exceptional Chief Operating Officer (COO) to drive the company's next phase of transformation and growth. This newly created role represents a strategic investment in professional management infrastructure as the organization evolves from a highly successful founder-led startup to a PE-backed enterprise. The COO will assume the CEO's current operational responsibilities and ensure day-to-day execution excellence. This is a true partnership requiring independent judgment, proactive problem identification, and confident decision-making. The COO will be a key member of the senior leadership team, representing the company internally, and externally, serving as the face of operational leadership.
ABOUT THE COMPANY
Founded 15 years ago, the company provides tech-enabled consulting services supplemented with a proprietary AI-assisted SaaS platform that delivers market leading solutions at unprecedented speed and scale. They serve some of the world's most recognizable brands across CPG, Quick Service Restaurants, Technology, Telecom, Retail, and Financial Services sectors. With over 200 employees across North American and international offices they have completed projects in 40 countries. Following the successful investment with an established PE partner, the company has completed several acquisitions with more M&A targets on the horizon.
THE CULTURE
This organization operates as a challenger brand with entrepreneurial spirit and commitment to disrupt conventional approaches. Client obsession and customer-centricity guide all decisions. The culture balances respect and collaboration with commercial drive, creating an environment where people-first values drive collaboration and transparency. Leaders bring gravitas without ego and influence through collaboration. Leaders who thrive here genuinely care about people while holding them accountable for performance, create space for voices to be heard, and over-communicate transparently.
THE ROLE
The Chief Operating Officer will provide comprehensive operational leadership spanning approximately 120 employees. This role requires balancing strategic vision with operational execution, transformational change management with day-to-day performance delivery, and enterprise perspective with functional excellence.
The organization is pursuing an aggressive growth agenda, through approximately 50% organic growth and 50% strategic M&A. To achieve these targets, they plan accelerated U.S. market penetration beyond current strongholds. There will be continued innovation in AI-assisted tools, and the deliberate evolution of service delivery models from traditional consultation to strategic advisory.
Key Responsibilities and Deliverables:
The COO will have direct accountability for four mission-critical functional areas:
Transformation and Organizational Structure:
IDEAL CANDIDATE PROFILE
Professional Background:
LOCATION & TRAVEL
This role is based in Toronto with flexibility for hybrid work arrangements. Travel requirements include regular visits to other Canadian, US and European offices (estimated 25-30% travel).
To be considered for this exceptional opportunity, please apply in confidence or reach out directly to Andrew Todd atodd@glassratner.com or Marty O’Doherty modoherty@glassratner.com for more information
THE OPPORTUNITY
Our client, a rapidly growing, PE-backed tech-enabled services company, is seeking an exceptional Chief Operating Officer (COO) to drive the company's next phase of transformation and growth. This newly created role represents a strategic investment in professional management infrastructure as the organization evolves from a highly successful founder-led startup to a PE-backed enterprise. The COO will assume the CEO's current operational responsibilities and ensure day-to-day execution excellence. This is a true partnership requiring independent judgment, proactive problem identification, and confident decision-making. The COO will be a key member of the senior leadership team, representing the company internally, and externally, serving as the face of operational leadership.
ABOUT THE COMPANY
Founded 15 years ago, the company provides tech-enabled consulting services supplemented with a proprietary AI-assisted SaaS platform that delivers market leading solutions at unprecedented speed and scale. They serve some of the world's most recognizable brands across CPG, Quick Service Restaurants, Technology, Telecom, Retail, and Financial Services sectors. With over 200 employees across North American and international offices they have completed projects in 40 countries. Following the successful investment with an established PE partner, the company has completed several acquisitions with more M&A targets on the horizon.
THE CULTURE
This organization operates as a challenger brand with entrepreneurial spirit and commitment to disrupt conventional approaches. Client obsession and customer-centricity guide all decisions. The culture balances respect and collaboration with commercial drive, creating an environment where people-first values drive collaboration and transparency. Leaders bring gravitas without ego and influence through collaboration. Leaders who thrive here genuinely care about people while holding them accountable for performance, create space for voices to be heard, and over-communicate transparently.
THE ROLE
The Chief Operating Officer will provide comprehensive operational leadership spanning approximately 120 employees. This role requires balancing strategic vision with operational execution, transformational change management with day-to-day performance delivery, and enterprise perspective with functional excellence.
The organization is pursuing an aggressive growth agenda, through approximately 50% organic growth and 50% strategic M&A. To achieve these targets, they plan accelerated U.S. market penetration beyond current strongholds. There will be continued innovation in AI-assisted tools, and the deliberate evolution of service delivery models from traditional consultation to strategic advisory.
Key Responsibilities and Deliverables:
The COO will have direct accountability for four mission-critical functional areas:
- Client Development and Success: Oversee client-facing teams responsible for account ownership and project delivery. Drive utilization rates and delivery excellence across all consulting teams. Improve customer satisfaction and net dollar retention metrics.
- IT, Business Systems, and Infrastructure: Ensure technology infrastructure supports current operations and is suitable to scale. Implement business systems and processes that improve operational efficiency. Drive technology adoption across workflows and measure platform utilization.
- Analytics and Advanced Capabilities: Drive continuous improvement in analytical capabilities, while advancing AI and machine learning innovation initiatives.
- Innovation and Future State: Establish systematic processes for identifying emerging client needs and market gaps. Create innovation pipeline from concept through pilot to scaled offering. Facilitate cross-functional collaboration between innovation, R&D, technology, and client services.
Transformation and Organizational Structure:
- Architect and implement evolution from siloed sales/delivery to integrated consulting model
- Lead cultural transformation from specialist to generalist workforce
- Establish clear roles, responsibilities, and accountability frameworks across functions
- Foster a culture of agile and creative problem solving, resulting in enhanced tech-enables approaches
- Elevate SLT effectiveness through business modeling, coaching and development and accountability
- Further the culture of accountability, enterprise thinking, and proactive problem-solving
- Serve as accessible leader who creates space for voices to be heard
- Develop comprehensive change management strategy addressing cultural, structural, and process transformations
- Communicate transformation vision and rationale consistently across all levels
- Build coalition of change champions among senior and middle management
- Establish metrics to measure change adoption and transformation progress
- Complete effective integration of recent acquisitions into unified operational model
- Develop repeatable M&A integration playbooks for future acquisitions
- Build operational infrastructure demonstrating professional, scalable operations to prospective buyers for potential transaction
IDEAL CANDIDATE PROFILE
Professional Background:
- 10+ years of progressive operational leadership experience with a technology-enabled services company or a data analytics company
- Proven track record leading organizations through significant transformation and scaling (ideally from $50M to $200M+)
- Deep expertise in driving change management and organizational design
- Experience in PE-backed environments with exposure to transaction processes
- History of successfully integrating acquisitions and building operational infrastructure
- Demonstrated ability to partner effectively with founder-CEOs or founding teams
- Strategic operator who balances vision with execution excellence
- People-first leader who builds trust through transparency and accessibility
- Commercial mindset with P&L accountability and financial acumen
- Enterprise perspective able to break down functional silos
- Coach and developer of senior leadership talent
- Ability to influence without authority and lead through collaboration
- High emotional intelligence with cultural awareness and empathy
- Bias toward action with discipline to focus on highest-impact priorities
- Authentic communication style with natural gravitas (without ego)
- Resilience and stamina to drive multiple concurrent transformation initiatives
- Values judgment over dogma and customization over cookie-cutter approaches
- Genuinely excited by building something distinctive rather than implementing playbooks
LOCATION & TRAVEL
This role is based in Toronto with flexibility for hybrid work arrangements. Travel requirements include regular visits to other Canadian, US and European offices (estimated 25-30% travel).
To be considered for this exceptional opportunity, please apply in confidence or reach out directly to Andrew Todd atodd@glassratner.com or Marty O’Doherty modoherty@glassratner.com for more information