COO/VP Operations, Member Firm

Current • Syracuse, NY

7d • Hybrid

About The Position

The Chief Operating Officer (COO) is a key executive leader responsible for building the “firm of the future” — combining best-in-class professional services operations with process engineering, data/AI enablement, and modern technology to deliver a step-change in client experience, margin, and scalability. This is a hands-on operator who can: Translate strategy into operating cadence, measurable outcomes, and sustained execution Engineer and standardize end-to-end workflows across service lines Lead technology-enabled transformation (AI, automation, workflow, data, client-facing platforms) Influence partners and senior stakeholders through change while strengthening culture and client trust.

Requirements

• 12+ years of operational leadership in professional services (accounting, consulting, legal, or adjacent), with responsibility for multi-team execution.
• Proven track record leading technology-enabled transformation (workflow modernization, automation, data/analytics, AI enablement).
• Strong process engineering mindset (Lean/Six Sigma or equivalent experience welcomed but not required).
• Able to operate at both executive altitude (strategy, stakeholder influence) and in the details (process mapping, metrics, adoption).
• Demonstrated ability to lead change in partner-led or matrixed environments.
• Excellent communication, facilitation, and conflict navigation skills.
• High judgment around risk, quality, and compliance in regulated professional services.
• Results-first, metric-driven operator who builds durable systems
• Comfortable in ambiguity; can structure problems and drive execution
• Collaborative, low-ego leader who raises the bar while bringing people along
• Curious and pragmatic about AI and technology — focused on adoption and outcomes, not hype

Nice To Haves

• Experience in PE-backed platforms, roll-ups, or multi-site professional services organizations
• Experience building a delivery model that uses shared services / global delivery effectively
• CPA, MBA, or other relevant credential

Responsibilities

• Own firmwide operations across offices and functions; ensure consistent execution and a high-accountability culture.
• Establish an operating cadence: weekly metrics reviews, monthly business reviews, quarterly planning, and clear ownership of initiatives.
• Define and manage KPIs that matter (capacity utilization, cycle time, SLA adherence, quality/rework, realization, NPS/CSAT, talent retention).
• Identify constraints to growth and remove bottlenecks through systems, process, and org design.
• Map and redesign end-to-end workflows (onboarding → delivery → review → billing → renewal) with a focus on speed, quality, and scalability.
• Build a lean/process-improvement capability inside the firm (standards, playbooks, training, continuous improvement loops).
• Standardize SOPs, templates, and controls to ensure quality and compliance while enabling delegation/offshoring where appropriate.
• Partner with leadership to define a practical tech roadmap (workflow tools, practice management, document management, data platforms, client portals, AI copilots/agents).
• Lead change management for technology adoption: pilot, measure, refine, and scale.
• Establish governance for AI use (risk, privacy, compliance, review controls) in collaboration with Risk/Compliance and IT.
• Drive automation of routine work and elevate the team to higher-value advisory activities.
• Serve as a trusted advisor to partners and practice leaders; influence without relying on authority.
• Align cross-functional teams (Tax, Audit/Assurance, CAS, Advisory, Client Service, HR, IT, Finance) around shared outcomes.
• Communicate clearly and consistently: what is changing, why, when, and how success will be measured.
• Reinforce a culture of excellence, learning, innovation, and client-first delivery.
• Build and develop a high-performing operations leadership bench (ops, client service operations, PMO, enablement).
• Partner with HR to design scalable org structures, role clarity, performance systems, and training.
• Oversee shared services and operational infrastructure (HR Ops, IT Ops, Finance Ops, Admin) as applicable; ensure service levels and reliability.
• Support integration of acquired practices into the flagship operating model (process, technology, operating cadence, and culture).
• Create repeatable integration playbooks and “day 1 → day 90” execution plans.

Benefits

• Health, Dental, and Vision Insurance (with options for fully paid employee only coverage for health and dental)
• Company-Paid Life and Long-Term & Short-Term Disability Insurance
• Ancillary Benefits such as supplemental life insurance, critical illness, and accident insurance
• Classic Safe Harbor 401(k) Plan with employer contributions
• Opportunities for professional growth, learning, and development including access to Becker and LinkedIn Learning

What This Job Offers

• Job Type: Full-time
• Career Level: Executive