Chief Operations Officer

Sienna Charles, LLC; Canada; Remote; CAD 150,000 - 250,000; Full time

Job summary

Sienna Charles, a premier luxury lifestyle company, seeks a Chief Operations Officer (COO) to drive strategic execution and operational excellence. This role, requiring leadership in a remote setting, provides the opportunity to shape exceptional service experiences for elite clientele while managing a talented team.

Qualifications

• 5+ years in senior leadership roles in SaaS, tech, or service.
• Proven success in operational leadership with remote teams.

Responsibilities

• Oversee all aspects of daily operations ensuring brand promises.
• Lead initiatives to enhance customer service and operational efficiency.
• Manage budgets and financial planning for sustainability.

Skills

Strategic Leadership

Team Management

Customer Experience Excellence

Operational Efficiency

Financial Management

Education

Bachelor's or Master's degree in Business Administration

Tools

CRM systems

Project Management Tools

Job description

Position: Chief Operations Officer (COO)

Location: Remote (Work-from-home setup required)

Working Hours: Predominantly US business hours (Eastern Time)

Sienna Charles is the premier luxury lifestyle company, renowned for curating bespoke experiences and delivering unmatched service to our elite clientele. Featured in prestigious publications such as Forbes, WSJ & Bloomberg, we are committed to setting new standards of excellence, innovation, and personalized attention in the luxury market. Our mission is to create memorable, seamless experiences that reflect the sophistication and exclusivity of our brand.

Role Overview:

As the Chief Operations Officer (COO), you will be a key member of the executive leadership team, responsible for translating our strategic vision into operational reality. You will oversee all aspects of daily operations, ensuring that every touchpoint aligned with our brand promises delivers exceptional service and operational efficiency. This role demands a proactive, strategic thinker with a passion for high-end service, exceptional leadership skills, and the ability to manage a remote team in a fast-paced, luxury environment.

Key Responsibilities:

• Strategic Execution: Serve as the company’s execution engine — translating strategy into action through clear planning, cross-functional alignment, and accountability mechanisms. Define OKRs, lead company-wide progress tracking, and resolve blockers proactively.
• Customer Experience Excellence: Lead initiatives to elevate the customer service experience, ensuring consistency, personalization, and surpassing client expectations. Act as a champion for client satisfaction and loyalty across all departments.
• Team Leadership & Development: Build and structure a capable middle management team to offload day-to-day staff management from the CEO. Implement escalation paths and empower managers to lead independently, freeing up executive time for strategic priorities.
• Streamline workflows: Implement advanced operational systems, automation tools, and digital platforms to optimize daily processes, reduce manual tasks, and improve overall efficiency. This includes adopting process optimization, project management tools, and communication platforms that facilitate seamless remote collaboration.
• Leverage cutting-edge technology: Utilize data analytics, AI, and other emerging technologies to gain insights into customer preferences, operational bottlenecks, and service opportunities. Use new tools, trends, and data to innovate operations, personalize experiences, and anticipate client needs proactively.
• Financial Oversight: Manage budgets, resource allocation, and financial planning to ensure operational sustainability and profitability. Oversee the internal accounting function to ensure accuracy, timeliness, and professionalism. Implement systems and reporting structures to deliver actionable financial insights to the CEO and executive team. Identify and upgrade team capabilities where needed.
• Quality Control & Compliance: Establish and monitor quality standards, compliance protocols, and risk management procedures to uphold brand integrity and legal standards.
• Vendor & Partner Relations: Cultivate strong relationships with vendors, partners, and service providers to ensure reliable, high-quality offerings that meet brand standards.
• Data-Driven Decision Making: Utilize analytics and KPIs to monitor operational performance, identify areas for improvement, and implement strategic solutions. Provide regular reports to the executive team.
• Cross-Functional Collaboration: Work closely with marketing, sales, product development, and other departments to ensure a seamless, integrated approach to delivering luxury experiences.
• Training and adoption: Ensure team members are well-trained on new technologies and processes, fostering a culture of continuous improvement and technological literacy.
• Foster a fast-paced, agile environment: Promote a culture of adaptability, quick decision-making, and continuous improvement. Encourage teams to embrace change, experiment with new ideas, and iterate rapidly to meet evolving client expectations and business needs.

Qualifications:

• (Preferred) Bachelor's or Master's degree in business administration, or a related field.
• Minimum of 5+ years of professional experience, including at least 5-7 years in senior leadership roles such as Director, VP, or equivalent.
• Proven success in senior operations leadership roles, ideally within saas, tech, service.
• Extensive experience managing remote teams and implementing effective communication and collaboration strategies.
• Strong strategic and analytical skills with a track record of translating vision into actionable plans.
• Exceptional leadership qualities, with a demonstrated ability to motivate, develop, and retain top talent.
• Excellent interpersonal and communication skills, capable of engaging high-net-worth clients and internal stakeholders at all levels.
• Demonstrated ability to manage multiple projects simultaneously while maintaining attention to detail.
• Advanced understanding of operational systems, CRM, customer service platforms, and technological tools relevant to luxury services.
• Prior experience in luxury, hospitality, or high-end service sectors is highly advantageous.

Why Join Us:

At Sienna Charles, you will be part of a dedicated, innovative team committed to redefining luxury lifestyle experiences. We offer a flexible, work-from-home environment that empowers you to lead impactful initiatives and shape the future of our company. Join us and make a tangible difference in the lives of our elite clientele while advancing your career in a dynamic, prestigious organization.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

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