Chief Operating Officer

Role Summary
Title: Chief Operating Officer (COO)
Reports to: CEO
Peers: Head of Accounts/Strategy, Finance/RevOps, Sales Lead
Location: Remote (core collaboration in EST, overlap with Dubai required)
Mission: Build and run the operating system that delivers predictable results at scale: world‑class client delivery, tight margins, crisp reporting, and a training engine that removes single points of failure.

What You’ll Own (Responsibilities)

• Delivery & Client Success: Onboarding SLAs; weekly client comms; QBR cadence; account health scoring; escalation playbooks.
• Pods & Capacity: Design pod structure; forecast capacity; protect utilization targets; hire against plan; vendor controls.
• Training (Vysta Academy): Extract expert knowledge into curriculum; run cohorts; certify media buyers; reduce time‑to‑competence.
• Processes & Tooling: Architect ClickUp as our OS (workflows, templates, automations, QA gates, SLAs); documentation and SOP library.
• Data & Reporting: Single source of truth dashboards in Sheets/Looker Studio; weekly Agency Scorecard; “Emergency Problem Accounts” segmentation with % and $ changes and ROAS (x→y).
• Financial Discipline: Margin reviews; pricing/packaging guardrails; headcount planning; monthly P&L hygiene with Finance.
• Risk/Compliance: Policy adherence, access control/offboarding, measurement integrity (UTMs, change logs, Hyros).
• Culture & Communication: Enforce Vysta’s communication standards—expert, clear, responsive, authoritative.

What Success Looks Like (12 Months)

• Delivery at Scale: Predictable pods with visible health scores; clear SLAs; faster time‑to‑first‑value.
• Retention & Satisfaction: Lower logo/MRR churn; higher NPS/CSAT; clean QBR rhythm.
• Margins & Capacity: Gross margin meets/exceeds target; accurate staffing forecasts; vendor costs in control.
• Training Engine: Cohort‑based Academy running; new hires productive quickly; tribal knowledge captured.
• Reporting Clarity: Scorecards on time every week; clean segmentation of problem accounts; decisions made from data.

What You’ve Done (Requirements- Must‑haves)

• 5–10+ years leading delivery/ops in a performance marketing agency (Google/YouTube focus preferred).
• Built and rolled out PM/ops stacks (ClickUp/Asana/Jira), SOP libraries, QA gates, and training programs.
• Managed multi‑pod teams across 30–60+ accounts with ownership of churn, SLAs, and margin.
• Analytics fluency (Sheets/Looker Studio), attribution trade‑offs, Hyros familiarity.
• Proven remote leadership across time zones; crisp, technical communication.

Nice‑to‑haves

• Creative testing frameworks for YouTube; CRM→media feedback loops; equity‑event readiness.

Traits
Builder‑operator, decisive, low‑ego with a strong spine, bias to action, writes clearly, holds the bar.

How We’ll Measure You (KPIs)
Gross Margin %, GRR/NDR, logo & MRR churn
SLA adherence %, QA pass rate
% Accounts Green; count/time‑to‑exit for Emergency Accounts
Utilization by role; time‑to‑competence for new hires
Scorecard timeliness; % accounts with plan/experiment backlog