Chief Operating Officer (COO) | Scaling SaaS Company | East Midlands | Hybrid (3 days office) Sector: SaaS / Technology Type: Full-Time, Permanent Salary: Up to £80K depending on experience Ready to lead the operational heartbeat of a fast-scaling SaaS company? We’re excited to be exclusively partnering with a high-growth, investor-backed SaaS business in the East Midlands. Already delivering strong results, they’re gearing up for the next stage of scale — and looking for a strategic, hands-on, people-centric Chief Operating Officer to join the Board and help lead the charge. Whether you're an experienced COO or a seasoned operational leader (Head of Ops, Director of CX, etc.) ready for your first big step into the C-suite, this is your chance to drive real impact, shape customer experience at scale, and build operational excellence from the ground up. The Role: Reporting directly to the CEO and collaborating closely with the senior leadership team, you’ll: Design and implement operational strategies to fuel rapid, scalable growth Build and lead world-class Customer Support & Experience functions Own CSAT, NPS, support SLAs and retention KPIs — and improve them Balance speed and scalability with exceptional customer care Champion best-in-class tools, workflows, and metrics across the business Contribute to cross-functional strategy and decision-making at Board level About You: Proven success in SaaS or tech-led environments, ideally scaling CX/Operations Deep experience in customer support, experience or success Obsessed with quality, process, and customer satisfaction Operationally brilliant and emotionally intelligent Data-driven, yet human-focused Experience leading remote or distributed teams (a plus) We particularly welcome applicants with experience scaling SaaS functions in healthcare, education, nonprofit, public sector, or regulated industries. What’s on Offer: Strategic Board-level role with huge scope for influence A key leadership role with the opportunity to shape operations and grow your team — while working closely and transparently with the wider leadership group to ensure alignment and shared success A collaborative, mission-led company culture Flexible working, with 3 days/week in the East Midlands HQ Apply here or speak to John Boggis at Your Recruiters on (phone number removed) or email All applications get a response from Your Recruiters. All candidates invited for interview receive thorough feedback from Your Recruiters