COO - HumCap, Inc.

HumCap’s client in the transportation consulting space is seeking an experienced Chief Operating Officer to oversee and optimize the operations of two critical departments within the organization. This individual will play a key role in developing and streamlining processes to drive customer satisfaction, efficiencies, and performance across the two departments.
 
The COO will be responsible for creating and managing employee performance metrics, improving departmental workflows, and ensuring alignment with company goals. This position requires someone with a strong operational background, exceptional leadership skills, and the ability to work closely with the senior management team, department managers and employees to drive continuous improvement.

Company Snapshot

• The company has 130 employees – you will manage two departments (customer service & operations) of approximately 50 employees, including two managers.
• The company has grown from 10 employees to 130 employees in 7 years. The teams have strong institutional knowledge with good tenures, but are lacking centralized leadership due to quick growth.
• The company has added many products/services and needs reorganization with clear structure, direction, and accountability
• The company has their own proprietary ERP system that they are currently updating to relaunch end of this year
• With most of the workforce throughout Texas, this individual will help shape professional development and performance metrics for a work from home environment.

Company Culture

• Entrepreneurial, fast-paced environment
• Autonomy to capitalize on current clients and create new services
• Leadership expects quick, common-sense decision-making from employees without bureaucracy
• The mindset that every department is a profit center

Services

• The company offers 10 different products/services
• Highly transactional business (e.g., drug and alcohol testing for transportation companies, handling drug results)
• Proprietary paperless system handles a high volume of transactions

Key Responsibilities:

• Drive quality customer service through a customer centric mentality
• Establish and manage performance metrics for employees to drive productivity, accountability, and performance improvement for a virtual workforce
• Provide mentorship, guidance, and development opportunities for department managers and staff to foster growth and collaboration.
• Develop, implement, and streamline operational processes to improve efficiency and effectiveness across customer service and operations departments
• Work with the CEO to set operational goals and ensure alignment with the company’s overall strategy.
• Oversee departmental budgets, ensuring cost-effective operations while maintaining high-quality standards.
• Provide regular updates and reports to the CEO on departmental performance, operational challenges, and progress towards goals.

Qualifications

• Minimum of 8 – 10 years of experience in operations management or related roles, with at least 5 years in a leadership position.
• Proven experience managing teams and department heads, with a focus on driving operational excellence and performance.
• Strong background in process development, workflow optimization, and continuous improvement methodologies (e.g., Lean, Six Sigma).
• Expertise in creating, implementing, and managing employee performance metrics and goals.
• Excellent interpersonal and communication skills to interact with staff, managers, and senior leadership.
• Hands-on, detail-oriented, and willing to dive into operations
• Thrives in a dynamic, puzzle-solving environment

Preferred Qualifications

• BBA Degree in operations management, business administration, or a related field.
• Experience in similar industries (consulting, compliance, transportation, logistics) or high-growth environments where operational efficiency and process improvement were critical to success.

Location

• This person will need to reside in the greater DFW area with willingness to travel lightly within the Houston, Longview, and Tyler areas for site visits and operational reviews.
• Remote first workplace – moving towards hybrid for DFW employees in coming months
• Exploring space in Irving for a training center to bring managers together

Benefits

• Bonus
• BCBS (PPO & HMO) & IHP plans for medical
• Dental / vision
• Free telehealth and prescription discounts
• 401K