The Company

Our client develops and manages a rewards program for leading financial institutions that provide up to 20% cash back and other rewards to consumers when they use an enrolled credit or debit card at leading national, local and online retailers. Our client provides its financial institution clients and retail partners with a turnkey solution, including creative execution, editorial development, ongoing retailer recruitment, information technology, database management and analytics, as well as customer service.

Position

Currently, our client is seeking a talented operating executive for the position Chief Operating Officer. The COO will primarily be responsible for ensuring that the company's systems and operational infrastructure can support outstanding execution of current programs as well as, ensuring the company's leading position among its competitors. An individual in this position should possess strong management skills, an understanding of what it takes to scale a company, financial background, and the ability to define/implement the project management systems and processes across our client's various functions that are necessary to sustain continued growth

Responsibilities

• Manage all company operations, day-to-day and long term, including computer operations/data entry, product development, project management/client services, end user customer service, marketing operations, finance/administration, database management/ reporting, website development, IT infrastructure management.
• Develop/document procedure manuals for all key company processes, including operational process/data flow charts, within and across functions.
• Develop operational specs for all key company projects, ensuring alignment across both bank and retailer functions, with conflict resolution as required.
• Resource assessments/allocations to ensure sufficient technical and operational resources to meet client requirements. Technical resource review to include ongoing assessment of hardware and software capacity requirements to ensure client requirements are met.
• Coordinate/manage key deliverables/milestones across clients, with clear delivery dates, accountability/identified 'owners', dependencies, performance against target delivery dates - using standard project management tool(s), e.g., Microsoft Project.
• Manage monthly performance reviews of key metrics across functions, to be presented and evaluated by each team monthly, including client satisfaction metrics.
• Build Six Sigma or related processes for continuous improvement of critical operational metrics across key functions.
• SLA identification/incident reporting, including sizing of incident severity, required resolution date and accountability/identified 'owner' for each.
• Manage longer-term development projects across the company, including short-term requests and longer-term development projects.
• Reporting/analysis, including business intelligence for internal (management) requirements, as well as client/merchant-facing requirements - includes normalization of data in multiple formats from various sources (banks, retailers, other third parties).
• Prioritization of projects, based on input from CEO; bank, retailer, consumer strategy teams; financial analysis of revenue and costs; and assessment of impact on client satisfaction.