The Chief Operating Officer (COO) is a senior executive responsible for the day-to-day operational leadership of the organization, with direct oversight of both the Operations and Customer Service functions. Working closely with the CEO and executive team, the COO translates company strategy into executable plans, builds scalable systems and processes, and ensures an exceptional, consistent experience for every customer. This role demands a hands-on leader who can balance high-level strategic thinking with operational rigor – someone who drives efficiency, accountability, and service excellence across the business.
Job Summary
- Type: full-time
- Location: Georgetown
- Category: Operations Management
- Closing Date: 2026-09-03
Key Responsibilities
- Partner with the CEO to define and execute the company’s strategic vision, translating goals into operational roadmaps with clear milestones and owners.
- Serve as a key member of the executive leadership team, contributing to company-wide decisions on growth, budgeting, staffing, and organizational design.
- Establish and monitor company-wide KPIs and OKRs; report performance, risks, and opportunities to the CEO and stakeholders.
- Drive cross-departmental alignment, ensuring Operations, Customer Service, Sales, and Finance work toward shared objectives.
- Own end-to-end business operations, including workflow design, resource planning, vendor management, and service delivery.
- Design, document, and continuously improve standard operating procedures (SOPs) to increase efficiency, reduce costs, and support scale.
- Oversee operational budgets, forecasting, and cost-control initiatives in collaboration with Finance.
- Implement and optimize tools, systems, and automation that improve productivity and data visibility across teams.
- Identify operational risks and build contingency plans to safeguard business continuity and compliance.
- Lead the Customer Service team, setting service standards, response-time targets, and quality benchmarks that deliver a best-in-class customer experience.
- Develop and track customer service KPIs (CSAT, NPS, first-response time, resolution time, retention) and drive continuous improvement against them.
- Build escalation frameworks and ensure complex or high-priority customer issues are resolved promptly and professionally.
- Use customer feedback and service data to inform product, process, and policy improvements across the organization.
- Champion a customer-first culture company-wide, ensuring every department understands its impact on the customer experience.
- Recruit, mentor, and retain high-performing managers and team members across Operations and Customer Service.
- Set clear performance expectations, conduct regular reviews, and create development pathways for team growth.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Lead change management initiatives, ensuring teams adapt smoothly to new processes, tools, and business priorities.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or equivalent advanced degree preferred.
- 5-10+ years of progressive leadership experience in operations, with at least 1-3 years in a senior/executive role overseeing multiple teams or departments.
- Proven track record managing customer service or customer experience functions, with measurable improvements in service metrics.
- Strong financial acumen, including budgeting, forecasting, and P&L oversight.
- Experience scaling processes, systems, and teams in a growing organization.
- Proficiency with modern business tools (CRM, helpdesk/ticketing platforms, project management software, and reporting/BI tools).
How to Apply
Apply by email: [email protected]
Frequently Asked Questions
What qualifications or certifications are typically required for a Chief Operating Officer – G Assist Guyana role?
A bachelor’s degree in Business Administration, Management, Finance, or a related field is standard; many employers prefer a master’s degree (e.g., MBA) or professional certifications such as PMP or CSCP. Local experience with Guyana’s Public Procurement Act, Companies Act, and national regulatory frameworks is highly valued, especially for roles interfacing with government or donor-funded programmes.
What does a typical day look like for a COO in this role within the Guyanese context?
Daily responsibilities include coordinating cross-departmental operations, overseeing service delivery timelines aligned with national development goals (e.g., Vision 2040), and liaising with local stakeholders including line ministries and regional democratic councils. You’ll also manage compliance with Guyana’s labour laws, tax reporting requirements, and local data protection expectations under the Data Protection Act 2011.
How does workplace culture and employer expectations differ for senior operations roles in Guyana compared to other countries?
Respect for hierarchy, strong interpersonal diplomacy, and relationship-building with community leaders and public officials are essential — formal titles and protocol matter in both public and private sector settings. Employers expect adaptability to infrastructure constraints (e.g., intermittent power/internet) and cultural fluency in managing diverse teams across ethnic and linguistic lines, including Indigenous and Afro-Guyanese staff.
What realistic career progression paths exist after serving as COO – G Assist Guyana?
Many advance to Executive Director or Country Representative roles with international NGOs or UN agencies operating in Guyana, while others transition into advisory positions with the Office of the Prime Minister or the National Development Council. Some leverage their operational expertise to launch local consulting firms supporting SMEs or public-sector reform initiatives aligned with Guyana’s Low Carbon Development Strategy.
What benefits are typically offered for this level of position in Guyana?
Standard statutory benefits include 21 days annual leave, maternity/paternity leave per the Labour Act, and mandatory contributions to the National Insurance Scheme (NIS). Employers often provide private medical coverage through local insurers like GUYANA HEALTH INSURANCE LTD and may offer pension top-ups or housing allowances — though these vary significantly by organisation size and funding source.