Chief of Staff

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Chief of Staff based in the United States. The Chief of Staff will serve as a strategic partner to the CEO, helping translate business priorities into actionable plans and measurable outcomes. This high-impact leadership role connects executive strategy with day-to-day execution across a fast-growing, fully remote global organization. The successful candidate will oversee strategic initiatives, coordinate cross-functional priorities, and ensure leadership teams remain aligned and accountable. Working across teams in the United States, Latin America, and the Philippines, this individual will strengthen communication, decision-making, and operational efficiency across time zones. The role combines strategic planning, analytical problem-solving, project leadership, and organizational change management. As a trusted advisor to the CEO, the Chief of Staff will navigate complex challenges, remove operational bottlenecks, and help the business scale effectively. This is an opportunity for an execution-oriented leader to shape the growth, culture, and performance of a modern customer experience organization powered by technology, automation, and global talent.

Strategic Execution and Operations Own and track CEO-level priorities, strategic initiatives, and objectives and key results (OKRs) across departments, ensuring projects progress from concept through execution. Lead high-priority, cross-functional projects, such as new service line launches, technology integrations, and geographic expansions, until permanent ownership is established. Establish and maintain an effective operating rhythm for executive meetings, board preparation, strategic planning sessions, and company-wide communications. Translate broad strategic goals into structured roadmaps, milestones, and measurable outcomes. Executive Partnership and Leadership Alignment Act as a trusted strategic partner and sounding board to the CEO, synthesizing complex operational information and helping prioritize requests and decisions. Facilitate communication and collaboration across global leadership teams in the United States, Latin America, and the Philippines. Track executive decisions, key performance indicators (KPIs), and strategic commitments to ensure accountability and timely follow-through. Identify and resolve operational bottlenecks before they affect business performance or growth. Culture and Organizational Development Lead initiatives that strengthen a remote-first culture centered on accountability, continuous learning, hard work, and mutual respect. Support organizational change and scaling initiatives by promoting clarity, alignment, and buy-in across teams and regions. Strengthen connections between leadership and distributed employees to support a consistent organizational culture. Performance and Continuous Improvement Analyze operational metrics, including resolution rates, customer lifetime value (LTV), customer satisfaction (CSAT), and capacity planning data. Use quantitative analysis and critical thinking to evaluate business scenarios, inform decisions, and improve operational effectiveness. Identify opportunities to leverage automation and AI-enabled customer experience tools to support scalable operations. Requirements MBA and at least 5 years of experience in management consulting, operations, strategic planning, or a Chief of Staff or Operations Lead role within a scaling business or business process outsourcing (BPO) or customer experience (CX) organization. Direct experience working with distributed, global, or multicultural teams across multiple time zones. Strong analytical and quantitative skills, including the ability to interpret operational data, perform calculations, evaluate financial and operational scenarios, and make data-driven decisions. Familiarity with operational performance metrics such as resolution rates, customer lifetime value, customer satisfaction, and capacity planning. Comfort with modern automation technologies and AI-driven customer experience tools. Demonstrated ability to turn ambiguous strategic objectives into clear, structured, and measurable execution plans. Exceptional written and verbal communication skills, with the ability to influence senior leaders and drive alignment without direct authority. Strong project management, prioritization, and problem-solving capabilities, particularly when navigating complex, cross-functional initiatives. A proactive, adaptable, and resilient approach, with the ability to thrive in a fast-paced, lean, and high-accountability environment. Ability to work effectively in a fully remote global organization. Candidates based in or near Columbus, Ohio, are preferred. Benefits Remote flexibility: Work remotely from anywhere in the United States, with a preference for candidates based in Columbus, Ohio. Executive-level exposure: Work directly with the CEO and senior leadership, with meaningful ownership of strategic priorities and business outcomes. High-impact responsibilities: Help shape company strategy, operational performance, and organizational development. Growth opportunity: Gain direct exposure to scaling a global, technology-enabled customer experience organization. Global collaboration: Work with a distributed team spanning the United States, Latin America, and the Philippines.