Chief Operating Officer (COO)

boomerangsa; Cape Town; On-site; ZAR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Executive role

Global clients

AI initiatives

People-first culture

Competitive package

Job summary

Boomerang BPO in Cape Town seeks a seasoned Chief Operating Officer to drive operational excellence and growth across multi-account BPO services. You will lead senior teams, shape strategy into measurable results, and advance AI-enabled transformation while ensuring exceptional client and employee experiences.

The role requires deep operational and financial acumen, strong leadership, and the ability to scale in a fast-paced environment across international clients.

Qualifications

• 12+ years of senior operational leadership, ideally COO or similar.
• Experience scaling multi-account BPO/tech-enabled services.
• Experience with international UK/EU/US clients is advantageous.
• Strong financial and commercial understanding.
• Proven KPI management and data-driven decision making.
• Excellent English communication and people leadership.

Responsibilities

• Drive operational excellence across the organization.
• Develop high-performing leaders and succession plans.
• Improve productivity, profitability and governance.
• Strengthen processes and client/employee experiences.
• Lead transformation, AI and automation initiatives.

Skills

Strategic leadership

Operations management

Financial acumen

People leadership

KPI management

Data-driven decision making

Education

MBA or related postgraduate qualification

Tools

BI / Analytics tools

AI & automation tools

Job description

Ready to lead, inspire and drive growth? Boomerang BPO is looking for an experienced and dynamic Chief Operating Officer (COO) to lead our operational engine and help shape the next stage of our growth. You’ll be responsible for driving operational excellence, developing high-performing leaders, improving productivity and profitability, strengthening processes and governance, and delivering exceptional experiences for our clients and employees. We’re looking for a strategic thinker and hands‑on leader with strong operational, people and commercial experience who thrives in a fast‑paced environment and knows how to turn strategy into results. If you’re passionate about building great teams, driving transformation, embracing AI and creating scalable operations, we want to hear from you! Join Boomerang BPO and help us build the future of meaningful people connections.

Requirements

• 12+ years’ senior operational leadership experience, ideally at COO, executive, or equivalent senior leadership level.
• Proven experience managing multi-function, multi-account operations, preferably within a BPO or technology-enabled services environment.
• Experience working with international UK, EU or US clients is advantageous.
• Proven track record of scaling operations while improving quality, productivity and profitability.
• Strong financial and commercial understanding, including operational costs and productivity.
• Demonstrated experience in KPI management, performance management and data-driven decision‑making.
• Strong people leadership skills, with experience managing and developing senior leaders.
• Experience driving change, transformation, AI and automation initiatives.
• Tertiary qualification required; an MBA or related postgraduate qualification is advantageous.
• Excellent English communication skills, both written and verbal.
• Eligible to work in South Africa, with a clear criminal record and reliable own transport.

Benefits

• Executive-level leadership opportunity with the chance to shape the future of a growing BPO.
• Make a real impact by influencing strategy, operations, people and business performance.
• Lead high-performing teams and develop the next generation of leaders.
• Drive innovation through AI, automation and digital transformation.
• Work with international clients across the UK, EU and US markets.
• Be part of a people-first culture built around meaningful people connections.
• Career growth and influence within an evolving and ambitious organisation.
• Competitive executive package, aligned with experience and industry standards.