Group Chief Operating Officer, COO

Overview Strategic Operations Scalability Operational Excellence: Refining and unifying our service model across all regions to ensure consistent, high-quality management of our expanding workforce. Efficiency: Optimize the Cleaning Agent Lifecycle (Recruitment → Training → Payroll → Retention) the Client (Onboarding, Retention, Upselling) to reduce churn and maximize quality. Tech-Enabled Operations: Partner directly with the CTO and Product teams to automate workflows, upgrade our operational tooling, and reduce manual overhead across the agent and client lifecycle. Departmental Leadership Recruitment HR Admin: Oversee the high-volume recruitment engine and the complex HR administration (payroll and legal compliance) for 4’000+ cleaning agents. Customer Service: Lead the multilingual support teams to ensure industry-leading response times and satisfaction scores (set and enforce KPI’s at scale). The Academies: Drive the Swiss Cleaning Academy’s strategy, ensuring training programs are rigorous, scalable, and directly impact our 5-star service quality. International Management (Swiss Lisbon Hubs) Manage the synergy between our Swiss headquarters and our Lisbon operational hub. Ensure cultural alignment and operational consistency across borders. Travel as needed to lead teams on the ground and audit local performance. Financial Resource Management PL Accountability: Manage the operational budget, monitor financial performance, and ensure capital is allocated efficiently to drive ROI. Resource Allocation: Ensure the company has the necessary infrastructure, technology, and human capital to meet its goals. Risk Mitigation: Identify operational risks and implement robust internal controls and compliance measures. Year 1 Success Establishing Global Delivery: Swiss and Lisbon operational hubs have been bridged into one unified engine. Ruthless Retention Focus: Churn across customers, cleaner and support staff is trending down. Repeatable Processes: A scalable quality-control framework is embedded, improving measures across your PL. Requirements Experience: 10+ years in operations, with at least 3–5 years in a C-level or VP Ops role within a mid-to-large organization (500 to 2,000+ employees). Scale-up DNA: You’ve successfully guided organizations from scrappy startup beginnings into structured, high-performing scale-ups, building strong departments and foundations along the way. Data-Obsessed: You live in the dashboards. You understand how a 1% shift in agent retention or recruitment conversion impacts the total group PL. People Leader: You have managed large, diverse and international teams and know how to inspire excellence. Resilience: You are comfortable with the "Swiss-level" of quality and the "Startup-level" of speed. #J-18808-Ljbffr