Hungry, humble and smart? If you have these qualities, we want you on the team. Job Summary: Reporting to the CEO, the COO is responsible for leading organizational efforts to build a comprehensive client experience. This position will oversee all aspects of client-facing business operations, including Sales, Client Success, Customer Service and Support, and will work closely with our Product and Engineering teams to ensure our solutions are exceeding client expectations. This position is also accountable for developing and executing strategies to drive growth and maximize efficiency. As an integral part of the executive team, this position helps set the vision that enables our organization to deliver on its promise to be the solution that enables our partners to elevate their own brand of hospitality. This is a hybrid position located in Rochester, NY Job Description: ESSENTIAL DUTIES AND RESPONSIBILITIES: + Oversees all aspects of the company's day-to-day operations. + Recruits, motivates, and retains a high-performing organization, driving employee engagement, satisfaction, and morale. + Builds and maintains strong relationships with key stakeholders, including clients, vendors, and market partners. + Drives cross-functional focus on customer outcomes, value, and experiences. + Operationalizes a seamless customer journey built on customer value across all functions. + Drives revenue growth by identifying and pursuing new business opportunities. + Creates proactive, repeatable processes and playbooks to drive a consistently strong customer experience. + Improves overall organizational efficiency by driving productivity, increasing automation, and enhancing self-service. + Builds strong alignment with colleagues in Sales, Product, Marketing, Technology and Finance and other areas of the organization. + Engages directly with clients. + Creates a comprehensive partner strategy including the identification, onboarding, certification, and measurement of partners. + Supports the partner ecosystem by providing enterprise-class advisory services to partners and customers to the needs of each segment. + Acts as the learning engine of the business to infuse the voice of the customer into all aspects of the business. + Maintains a strong understanding of the complexity and nuances of different market segments and the ability to develop a customer journey lifecycle that is strategically tailored. LEADERSHIP: + Provides leadership and mentorship. Fosters a culture aimed at accountability, engagement, continuous improvement, and business objectives. + Motivates and coaches to meet the company's expectations for productivity, quality, and goal accomplishment. + Determines key performance indicators (KPIs) for reporting teams and ensures outward communication to the organization. + Facilitates communication between staff, management, vendors, and other resources within the organization. + Understands, plans and communicates departmental headcount needs to human resources. + Participates in the recruitment process for new talent. + Completes management responsibilities in the HRIS system including time and attendance and performance management. SKILLS & REQUIREMENTS: + Proven track record of successfully managing and growing a business. + Excellent leadership skills, with the ability to inspire and motivate a team. + Strong strategic thinking and problem-solving abilities. + Ability to communicate effectively with all levels of the organization, including clients, investors, and board members. + Excellent financial acumen, with experience managing budgets and financial forecasting. + Demonstrated ability to communicate ideas clearly and concisely. + Ability to balance multiple priorities in a fast-paced environment. + Demonstrated ability to think flexibly and focus on desired results. + MS Office (Outlook, Word, Excel, PowerPoint) + QuickBase + Good understanding of CRM, Project Management and Customer Care tools + Confluence, Jira + LMS EDUCATION: BS Degree in Business Administration or related field (MBA preferred) EXPERIENCE: 10+ years of experience in executive leadership roles, preferably in the SaaS industry. COMPENSATION: $160,000+ based on experience Worker Type: Regular Number of Openings Available: 1 Be part of something big. Apply to join our team today CaterTrax is an industry leading catering management software company that was built by caterers for caterers. Primarily serving the non-commercial foodservice industry, CaterTrax provides flexible solutions to multi-unit contractors across the United States and Canada, streamlining enterprise management for the largest managed hospitality providers in the country. Affectionately referred to as TRAXERS, over 7,500 operators, across multiple lines of business, use CaterTrax’s TRAX Platform to manage their business. Read their stories here (https://catertrax.com/why-catertrax/traxers/) . CaterTrax is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. CaterTrax is part of a CSI Group of Companies >> Back to Job Postings (http://volarisgroup.wd3.myworkdayjobs.com/CaterTrax)