The Chief Operating Officer oversees day-to-day operations, focusing on growth, efficiency, and leadership across various departments and services while managing operational P&L.
Position Summary
The Chief Operating Officer (COO) serves as the senior executive responsible for leading the day-to-day operations of Nozzle Nolen. Reporting directly to the Chief Executive Officer (CEO), the COO oversees Customer Service, Human Resources, Training, Marketing, and Administrative functions to ensure operational excellence, profitable growth, and an exceptional customer and employee experience. The COO provides strategic and operational leadership across all branch operations, scheduling, fleet and logistics, safety and compliance, customer service, sales operations, training, and administrative functions. The COO is accountable for operational P&L performance, operational efficiency, customer retention, and scalable growth across all markets. This role translates strategic priorities into measurable outcomes while building a culture rooted in accountability, continuous improvement, and people-first leadership.
Essential Duties and Responsibilities
- Provide strategic and operational leadership across all branch operations, departments, and service locations.
- Own operational P&L performance, labor efficiency, productivity, and operational profitability across the organization.
- Oversee scheduling, routing, fleet management, logistics, safety, and operational compliance to ensure operational excellence.
- Partner with the CEO to execute growth initiatives, improve operational scalability, and drive long-term strategic priorities.
- Lead initiatives focused on customer retention, service quality, response times, technician productivity, and operational efficiency.
- Develop leaders through coaching, succession planning, and talent reviews.
- Ensure compliance with all applicable laws, regulations, licensing requirements, and company policies.
- Champion employee engagement and a high-performance culture.
- Review operational and financial data to identify trends, risks, and opportunities.
- Lead cross-functional projects, systems implementations, and continuous improvement efforts.
- Prepare and present performance updates to the CEO and ownership team.
- Bachelor’s degree in business administration, Operations Management, Finance, or a related field required; MBA preferred.
- 10+ years of progressive leadership experience with multi-department.
- Demonstrated success leading service-based organizations and scaling operations.
- Exceptional leadership, communication, and change management skills.
- Experience with KPI development, performance management, and strategic planning.
Core Competencies
- Strategic Thinking
- Operational Excellence
- Financial Acumen
- Leadership Development
- Customer Focus
- Data-Driven Decision Making
- Change Management
- Continuous Improvement
Sample Key Performance Indicators (KPIs)
- EBITDA Performance
- Labor Efficiency
- Customer Retention & Churn
- Revenue Per Employee
- Productivity & Response Times
- Operational P&L Performance
- Safety, Compliance & Fleet Performance
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