Chief Operating Officer (COO)

Company Profile

Our client is a well-established and rapidly expanding distributor and service provider specializing in mission-critical safety products, predominantly serving governmental and public sector clients nationwide. The company is recognized for its deep expertise, responsiveness, and dependable delivery.

Role Overview

The Chief Operating Officer (COO) is the senior executive responsible for overseeing the customer's complete journey—from initial contact, quoting, ordering, shipment, to post-sale support. This position demands exceptional coordination across various functions due to the business model that relies heavily on supplier drop-ship partnerships rather than traditional inventory-based distribution. The leader in this role will integrate customer strategy, operational management, and technology advancement to deliver a seamless, superior experience for all stakeholders.

Key Duties

• Design and manage the overall customer experience strategy, implementing integrated platforms such as self-service portals, ecommerce engines, and AI-driven support tools. Use data analytics proactively to enhance customer satisfaction, loyalty, and value over time.
• Work closely with Sales and Marketing teams to align the customer journey with commercial objectives, simplifying complex processes like quoting, contracting, and resolving issues to position the company as a trusted solutions provider beyond just a product supplier.
• Take ownership of the entire order fulfillment process, removing obstacles, improving shipment tracking, and managing the coordination between suppliers effectively. Ensure seamless operational transition as the outgoing COO retires while scaling operations and leading a high-performing team.
• Act as the primary business champion for significant technology upgrades, overseeing the assessment and deployment of next-generation ecommerce, CRM, and ERP platforms to boost productivity and insightful customer data management.
• Participate within the executive leadership cadre, collaborating with peers across Sales, Finance, Technology, and Human Resources. Uphold company culture and values, advocate customer interests in enterprise discussions, and lead change initiatives with responsibility and influence.

Candidate Profile

• At least 10 years of executive leadership experience within distribution or related industries, demonstrating success in scaling organizations with revenues between $200 million and $500 million or more.
• Proven track record driving transformation by redesigning customer journeys and operational workflows, especially improving order accuracy, shipment visibility, and issue management at scale.
• Strategic orientation towards technology modernization with hands-on experience leading ecommerce, CRM, and ERP initiatives to establish digital buying and self-service capabilities.
• Familiarity with public sector procurement processes, sales strategies, and contractual vehicles is highly advantageous.
• Leadership style characterized by customer focus, financial acumen, strong relationship-building, humility, accountability, and ability to lead cultural and operational transformation effectively.