Chief Operating Officer

Job Description The Chief Operating Officer (COO) is responsible for owning and executing the organization's operating system to deliver measurable client outcomes and sustainable mission impact. This includes end-to-end accountability for client acquisition, counseling, program enrollment, retention, and servicing. The COO ensures the organization expands access to effective debt management solutions while maintaining operational discipline, financial sustainability, and regulatory integrity. This role translates the CEO's strategic direction into consistent, scalable execution, aligning capacity, demand, and performance across the organization. Core Responsibilities Operating System Ownership Own and manage the end-to-end client lifecycle, from initial engagement through program completion Ensure alignment across Marketing, Counseling, Client Services, Product, and IT Operations Establish and enforce a disciplined operating cadence (KPIs, reporting, performance management) Throughput & Capacity Management Align client demand with operational capacity to maximize completed counseling sessions and enrollments Optimize speed-to-lead, call handling, and digital-to-counseling conversion performance Identify and eliminate bottlenecks across the intake and counseling workflow Access, Conversion & Growth Expand access to services by improving performance across acquisition and enrollment channels Own key performance metrics, including: Application-to-counseling conversion Counseling-to-program enrollment rates Cost per enrollment Drive continuous improvement in funnel efficiency and channel effectiveness Client Success & Retention Own client success and retention, ensuring clients realize the intended financial outcomes of the program Ensure all client interactions reinforce program value through clear, data-backed progress signaling Partner with QA and Client Services to standardize call quality, messaging, and retention drivers Operational Efficiency & Sustainability Drive operating efficiency to expand client reach and improve affordability of services Improve productivity, reduce cost per client, and increase operating leverage Ensure resources are deployed to maximize mission impact per dollar spent Cross-Functional Execution Lead coordination across departments to ensure priorities are aligned and executed effectively Partner with Product and Engineering to implement systems that improve automation, data visibility, and client experience Ensure initiatives move from concept to execution with clear ownership, timelines, and measurable outcomes Performance Management & Accountability Define and monitor key operational KPIs, including: Active clients Conversion rates Retention / term rates Disbursement growth Cost efficiency metrics Hold department leaders accountable for performance against defined targets Mission, Compliance & Stakeholder Alignment Ensure operations consistently align with ACCC's nonprofit mission and client-first mandate Balance performance objectives with regulatory requirements, creditor relationships, and funding structures Maintain high standards of compliance, transparency, and reputational integrity across all operational activities Role Boundaries & Alignment The COO executes strategy; the CEO defines enterprise direction, external positioning, and stakeholder strategy Financial planning, budgeting, and capital allocation remain under Finance/CFO leadership; the COO is accountable for operational execution against plan Risk and compliance frameworks are defined independently; the COO ensures consistent operational adherence