Chief Operations Officer - Canada

Love Energy Savings; Ontario; On-site; CAD 100,000 - 180,000; Full time

Job summary

Une entreprise de luxe recherche un Chief Operations Officer (COO) pour superviser les opérations quotidiennes et améliorer l'expérience client. Le candidat idéal aura plus de 10 ans d'expérience, dont au moins 5 dans un rôle de leadership, avec des compétences démontrées en gestion, stratégie et communication. Vous travaillerez dans un environnement de travail flexible, axé sur l'innovation et le service haut de gamme.

Benefits

Environnement de travail flexible

Opportunités d'impact direct sur l'expérience client

Qualifications

• Expérience professionnelle de 10+ années, dont 5-7 années dans des rôles de leadership senior.
• Succès prouvé dans des rôles de leadership en opérations, de préférence dans les secteurs du luxe ou de l'hôtellerie.
• Excellentes compétences interpersonnelles et en communication, capables d'engager des clients de grande valeur.

Responsibilities

• Développer, mettre en œuvre et affiner des stratégies opérationnelles.
• Diriger les initiatives pour élever l'expérience client.
• Construire et inspirer une équipe à distance performante.
• Gérer les budgets et la planification financière.
• Établir et surveiller des normes de qualité et de conformité.

Skills

Leadership

Gestion des opérations

Communication

Stratégie

Analyse

Education

Baccalauréat ou maîtrise en administration des affaires, marketing ou domaine connexe

Tools

Systèmes de CRM

Plateformes de service client

Job description

Position : Chief Operations Officer (COO) Location : Remote (Work-from-home setup required) Working Hours : Predominantly US business hours (Eastern Time) Company : Sienna Charles

About Sienna Charles : 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, 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 Operations Management : Develop, implement, and refine operational strategies to support the company’s growth and long-term vision. Ensure that operational goals are aligned with overall business objectives.
• 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, lead, and inspire a high-performing, remote team of customer service professionals, operations staff, and other key personnel. Foster a culture of excellence, accountability, and continuous learning.
• 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 CRM solutions, project management tools, and communication platforms that facilitate seamless remote collaboration.
• Process Optimization & Innovation : Streamline workflows, adopt best practices, and leverage technology to improve operational efficiency. Drive innovation in service delivery and operational processes to maintain a competitive edge in the luxury market.
• Drive operational innovation : Lead initiatives to reimagine traditional service models through technological enhancements, such as virtual concierge services, AI-powered chatbots, or mobile apps that enhance client engagement and streamline service delivery.
• Maintain a competitive edge : Regularly evaluate new tools and technological trends in the luxury and high-end service sectors to ensure the organization remains innovative, agile, and differentiated in a crowded marketplace.
• Leverage cutting-edge technology : Utilize data analytics, AI, and other emerging technologies to gain insights into customer preferences, operational bottlenecks, and service opportunities. Use this data to personalize experiences and anticipate client needs proactively.
• Financial Oversight : Manage budgets, resource allocation, and financial planning to ensure operational sustainability and profitability. Collaborate with finance teams to analyze costs, optimize expenditures, and improve financial performance.
• Quality Control & Compliance : Establish and monitor quality standards, compliance protocols, and risk management procedures to uphold brand integrity and legal standards.
• Adopt best practices : Continuously research and integrate industry-leading practices and technological innovations to stay ahead of competitors. Establish standardized procedures and quality benchmarks that uphold the highest standards of luxury service delivery.
• 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, marketing, or a related field.
• Minimum of 10+ 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 luxury, hospitality, concierge, or high-end service sectors.
• 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.