RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data.
We are a disruptor in our industry, set apart from competitors by our cutting-edge technology and innovation-first mindset. Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.
About the Role
This role is pivotal to driving RecordPoint's growth and efficiency. As our first Chief Operating Officer, you will be responsible for architecting and implementing operational strategies that drive the company's success.
1. Operational Strategy & Execution:
* Develop, implement, and oversee global operational strategies aligned with the business objectives.
* Translate strategic initiatives into actionable plans and drive their execution across all departments, continuously identifying opportunities for improvement and cost optimisation.
2. Team Leadership & Development:
* Lead, mentor, and develop customer onboarding, CX, and back-office operations teams, including People and Culture.
* Foster a positive, high-performance work environment.
3. KPI Management & Performance:
* Define, track, improve, and report on all key operational KPIs (e.g., customer acquisition cost, customer lifetime value, churn rate, gross margin, sales cycle length, support response times).
* Establish clear metrics and dashboards to monitor performance and drive data-informed decisions.
4. Commercial Oversight:
* Manage and ensure billable and commercial teams (including CX and Professional Services leaders) are meeting and exceeding targets, acting as a commercial overlay to drive success.
5. Cross-Functional Leadership & Collaboration:
* Work closely with the executive leadership team to ensure seamless coordination and execution across Sales, Marketing, Product, Engineering, Customer Success, Finance, and HR.
* Foster a culture of collaboration and accountability.
6. Process Optimisation & Scalability:
* Design, implement, and optimise scalable operational processes and systems to support rapid growth.
* Ensure processes are documented, repeatable, and consistently applied, leading initiatives to automate and streamline workflows.
7. Financial & Resource Management:
* Partner with the CFO to manage operational budgets and resource allocation, ensuring efficient utilisation of resources to maximise ROI.
* Contribute to financial planning and forecasting.
8. Customer Experience & Satisfaction:
* Oversee the entire customer journey from acquisition to retention, ensuring a consistently excellent experience and identifying areas for improvement in customer satisfaction and loyalty.