Chief Operating Officer - SSL

Big Leap Brands - Louisville, KY

Full-time - Senior

Louisville, KY

About the position

The COO will lead the day-to-day operations of all co-working spaces, focusing on optimizing operational efficiency, enhancing customer experience, and executing the company's strategic initiatives. This role involves collaboration with the CEO and leadership team to implement processes that support the company's growth trajectory.

Responsibilities

• Oversee the daily operations of all co-working locations to ensure smooth, efficient, and cost-effective operations.
• Implement operational best practices and streamline processes for optimal performance.
• Translate the company's strategic vision into actionable operational plans.
• Drive initiatives that align with the company's growth objectives, including expansion into new markets and the development of new service offerings.
• Manage and mentor the operations team, including community managers and regional leaders.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Ensure an exceptional customer experience by maintaining high standards of service, cleanliness, and functionality across all spaces.
• Collaborate with the team to gather feedback and continuously improve member satisfaction.
• Work closely with the CFO to manage budgets, control costs, and ensure financial targets are met.
• Monitor key performance indicators (KPIs) and use data to make informed operational decisions.
• Support the company's expansion efforts by identifying potential locations, overseeing build-outs, and managing operational setup for new spaces.
• Ensure new locations are launched on time and within budget.
• Manage relationships with key vendors and partners, including property managers, maintenance teams, and technology providers.
• Negotiate contracts to ensure the best service and value for the company.
• Ensure compliance with local regulations, health and safety standards, and company policies.
• Maintain a focus on safety and security across all locations.
• Leverage technology to enhance operational efficiency and improve the member experience.
• Identify opportunities for innovation in space management, resource allocation, and member engagement.
• Serve as a key partner to the CEO and the leadership team.
• Provide regular updates on operational performance and participate in high-level strategic planning sessions.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field; MBA preferred.
• Minimum of 10+ years of experience in operations leadership, preferably within the hospitality, real estate, or co-working space industries.
• Demonstrated success in scaling operations, managing multi-location teams, and driving business growth.
• Strong leadership and people management skills with the ability to inspire, mentor, and lead teams across various locations.
• Solid understanding of financial management, including budgeting, forecasting, and P&L oversight.
• Passion for creating positive customer experiences and a keen eye for detail in service delivery.
• Experience with property management software, CRM systems, and data-driven decision-making.
• Ability to think strategically while also managing day-to-day operations.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.