CHIEF OPERATING OFFICER

Licking & Knox Goodwill•Newark, OH

About The Position

The Chief Operating Officer (COO) is responsible for overseeing the organization’s day‑to‑day operating activities, ensuring operational excellence across all business units while translating strategy into execution. The COO serves as the executive owner of operations, driving efficiency, scalability, compliance, and performance across a diverse portfolio that includes finance, business services and contracts, retail operations, and support services. As a member of the Executive Leadership Team, the COO partners closely with the CEO, CFO, and Board of Directors to ensure that operational strategy aligns with financial performance, regulatory requirements, customer experience, and long‑term organizational goals.

Requirements

Ability to build a cohesive team focused on the Company’s mission as well as its success.
Ability to build a growth-minded culture
Ability to effectively manage operations.
Ability to reduce costs, and increase productivity
Ability to deliver results
Ability to make independent decisions and recommendations.
Ability to adhere to confidentiality guidelines.
Ability to establish and maintain a professional, respectful working relationship with all levels of employees.
Ability to meet all company policies and procedures
Ability to lift at least 25 pounds.
Bachelor’s degree in business administration, nonprofit management, public administration, or a related field, master’s degree preferred.
7-10 years of progressive leadership in operations, including multi-site management; experience in nonprofit, social enterprise, retail, or workforce development strongly preferred.
Demonstrated success overseeing budgets, P&L for business units, and cross-functional teams (e.g. retail, contracts, and human services programs).
Knowledge of issues affecting individuals with disabilities and other barriers to employment, and commitment to mission-based, person-centered services.
Experience working within a metric-driven environment and using dashboards and reports to guide operational decisions.
Strong skills in process improvement, project management, and change management, including implementing new locations, systems, or service lines.
Excellent communication, collaboration, and conflict-resolution skills, with the ability to work effectively with staff at all levels, Board members, community partners, and customers
Must possess a valid driver’s license and be able to meet driving standards.
Must be able to pass a background check.

Responsibilities

Provide executive oversight of all operational functions and business units
Collaborate with CEO in leading and supervising executive team
Translate organizational strategy into actionable operating plans
Ensure consistency, efficiency, and accountability across departments
Lead cross‑functional integration and process optimization efforts
Establish and maintain enterprise operational standards and metrics
Partner with HR VP/Dir. on workforce planning, succession planning, and leadership development
Collaborates in leading, mentoring, and developing operational leaders across the organization
Foster a culture of accountability, continuous improvement, and collaboration
Identify and develop operational bench strength for key leadership roles
Support diversity, equity, and inclusion within the leadership pipeline
Partner with the CFO to align operations with financial strategy
Lead operational budgeting, forecasting, and cost management efforts
Drive margin improvement through data‑informed operational decisions
Monitor performance through metrics and dashboards
Ensure operating decisions support cash flow, capital planning, and sustainability
Partners with the VP of Business Services in executing operational excellence of federal, state, local, and private contracts
Ensure compliance with contractual terms, regulatory requirements, and reporting standards
Partners with legal, finance, and compliance to manage risk exposure
Support proposal development, contract negotiations, and audit readiness
Identify scalability constraints and operational risks within contract portfolios
Partners with the VP of Retail in all aspects of retail operations: Brick‑and‑mortar retail locations E‑commerce and online sales platforms Vehicle‑based or asset‑based retail operations
Ensure a consistent, high‑quality customer experience across all channels
Oversee store‑level performance, inventory management, staffing models, and loss prevention
Align retail strategies with financial and operational goals
Partners with the VP of Mission Services on mission‑driven services and programs
Ensure mission services are operationally integrated with business units
Align service delivery models with funding, staffing, and compliance requirements
Monitor program outcomes, service quality, and community impact
Ensure mission fulfillment supports organizational sustainability and growth
Ensure marketing strategies align with operational capacity and delivery
Partners with Marketing VP to translate demand generation into executable operations
Evaluate marketing investments through financial and operational ROI
Ensure brand promises, customer messaging, and campaigns are supported by operational readiness
Monitor customer experience (CX) performance and operational impacts across channels
Oversee Action Security, maintenance, facilities, transportation, fleet, and asset management
Ensure operational reliability and continuity across all locations
Implement preventive maintenance and infrastructure cost controls
Manage vendor relationships and service‑level agreements
Ensure safety, compliance, and risk mitigation within support operations
Oversee investigations of accidents, thefts and other appropriate incidents.
Ensure operational compliance with laws, regulations, and contractual obligations
Identify and mitigate operational, financial, and reputational risk
Provide regular updates to the CEO and Board on operational performance and risks
Support audits, inspections, and regulatory reviews as needed
Maintain strong internal controls and operational governance frameworks
Maintain strong relationships with governmental and community partners, housing agencies, contractors, accreditation bodies and other external stakeholders that support operations and mission delivery.
Attend all meetings as required
All other duties as assigned