Chief of Staff

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Chief of Staff based in the United States.** The Chief of Staff will serve as a strategic partner to the CEO, helping translate business priorities into actionable plans and measurable outcomes. This high-impact leadership role connects executive strategy with day-to-day execution across a fast-growing, fully remote global organization. The successful candidate will oversee strategic initiatives, coordinate cross-functional priorities, and ensure leadership teams remain aligned and accountable. Working across teams in the United States, Latin America, and the Philippines, this individual will strengthen communication, decision-making, and operational efficiency across time zones. The role combines strategic planning, analytical problem-solving, project leadership, and organizational change management. As a trusted advisor to the CEO, the Chief of Staff will navigate complex challenges, remove operational bottlenecks, and help the business scale effectively. This is an opportunity for an execution-oriented leader to shape the growth, culture, and performance of a modern customer experience organization powered by technology, automation, and global talent. ### Accountabilities - Strategic Execution and Operations - Own and track CEO-level priorities, strategic initiatives, and objectives and key results (OKRs) across departments, ensuring projects progress from concept through execution. - Lead high-priority, cross-functional projects, such as new service line launches, technology integrations, and geographic expansions, until permanent ownership is established. - Establish and maintain an effective operating rhythm for executive meetings, board preparation, strategic planning sessions, and company-wide communications. - Translate broad strategic goals into structured roadmaps, milestones, and measurable outcomes. - Executive Partnership and Leadership Alignment - Act as a trusted strategic partner and sounding board to the CEO, synthesizing complex operational information and helping prioritize requests and decisions. - Facilitate communication and collaboration across global leadership teams in the United States, Latin America, and the Philippines. - Track executive decisions, key performance indicators (KPIs), and strategic commitments to ensure accountability and timely follow-through. - Identify and resolve operational bottlenecks before they affect business performance or growth. - Culture and Organizational Development - Lead initiatives that strengthen a remote-first culture centered on accountability, continuous learning, hard work, and mutual respect. - Support organizational change and scaling initiatives by promoting clarity, alignment, and buy-in across teams and regions. - Strengthen connections between leadership and distributed employees to support a consistent organizational culture. - Performance and Continuous Improvement - Analyze operational metrics, including resolution rates, customer lifetime value (LTV), customer satisfaction (CSAT), and capacity planning data. - Use quantitative analysis and critical thinking to evaluate business scenarios, inform decisions, and improve operational effectiveness. - Identify opportunities to leverage automation and AI-enabled customer experience tools to support scalable operations. ## Requirements - MBA and at least 5 years of experience in management consulting, operations, strategic planning, or a Chief of Staff or Operations Lead role within a scaling business or business process outsourcing (BPO) or customer experience (CX) organization. - Direct experience working with distributed, global, or multicultural teams across multiple time zones. - Strong analytical and quantitative skills, including the ability to interpret operational data, perform calculations, evaluate financial and operational scenarios, and make data-driven decisions. - Familiarity with operational performance metrics such as resolution rates, customer lifetime value, customer satisfaction, and capacity planning. - Comfort with modern automation technologies and AI-driven customer experience tools. - Demonstrated ability to turn ambiguous strategic objectives into clear, structured, and measurable execution plans. - Exceptional written and verbal communication skills, with the ability to influence senior leaders and drive alignment without direct authority. - Strong project management, prioritization, and problem-solving capabilities, particularly when navigating complex, cross-functional initiatives. - A proactive, adaptable, and resilient approach, with the ability to thrive in a fast-paced, lean, and high-accountability environment. - Ability to work effectively in a fully remote global organization. Candidates based in or near Columbus, Ohio, are preferred. ## Benefits - Remote flexibility: Work remotely from anywhere in the United States, with a preference for candidates based in Columbus, Ohio. - Executive-level exposure: Work directly with the CEO and senior leadership, with meaningful ownership of strategic priorities and business outcomes. - High-impact responsibilities: Help shape company strategy, operational performance, and organizational development. - Growth opportunity: Gain direct exposure to scaling a global, technology-enabled customer experience organization. - Global collaboration: Work with a distributed team spanning the United States, Latin America, and the Philippines.