Chief Operating Officer

Company Description

Our client is a fast-growing, Canadian-incorporated sales and marketing agency built to eliminate low-value tasks so our customers can focus on high-impact growth. With a 100% recurring revenue model, we partner with small and medium-sized businesses (1,500 employees) across North America primarily in SaaS and professional services by serving as a true extension of their sales and marketing teams. Our delivery engine is powered by a high-performing team based in Dhaka, Bangladesh.

Role Overview

We are hiring a Chief Operating Officer to lead the operational scale-up of our Dhaka center, with the role focused on enterprise value creation through Human Capital. In a professional services business, our IP is our people how we attract, enable, retain, and scale our team directly determines our growth, profitability, and valuation.

This is not a maintenance role it's a build-and-scale mandate for someone who thrives in high-performance environments, has experience with international marketing agencies, and understands how to translate operational excellence into financial outcomes.

Key Responsibilities

1. Strategy: Talent Acquisition & Onboarding (in partnership with HR)

• Design and execute recruiting strategies to attract top-tier marketing, creative, and operations talent.
• Ensure hiring velocity aligns with forecasted client growth and unit economics.
• Embed culture and expectations from Day 1 via standardized onboarding and early enablement processes.

2. Strategy: Enablement & Growth of Talent (in partnership with HR)

• Build career progression models, L&D tracks, and internal certification paths to upskill teams consistently.
• Implement knowledge systems and SOPs to make institutional learning repeatable.
• Foster internal mobility to grow leaders and increase retention.

3. Strategy: Retention of High-Performing Talent (in partnership with HR)

• Establish clear feedback loops, pulse surveys, and data-backed retention strategies.
• Identify and groom future leaders through succession planning.
• Cultivate a strong, values-driven culture that scales across departments.

4. Operational Profitability & Unit Economics (in partnership with Sales, Finance and HR)

• Own workforce planning and resourcing models that balance headcount growth with margin preservation.
• Monitor team utilization, revenue per FTE, and delivery efficiency.
• Report on key financial metrics: EBITDA, Gross Margin, Client Profitability.

5. Process Innovation & Workflow Optimization (in partnership with Product and Service Delivery)

• Introduce new workflows, automation, and documentation practices to reduce dependence on individual contributors.
• Decouple headcount from revenue by embedding scalable systems, knowledge, and templates into delivery.
• Identify opportunities to turn service capabilities into operational IP.

6. Strategy: Customer Service & Delivery Excellence (in partnership with Account Management and Service Delivery)

• Ensure every client experience meets or exceeds ourglobal standards.
• Track CSAT, and client testimonial volume as core delivery KPIs.
• Partner with cross-border teams to improve quality, speed, and impact of service.

Skills & Qualifications

• 10-25 years of senior leadership experience. Experience in international marketing or professional services agencies is highly desirable.
• Proven experience leading high-growth teams in emerging markets, ideally with direct P&L responsibility.
• Deep understanding of human capital as the driver of value in services businesses.
• Strong grasp of digital agency operations (strategy, media, creative, delivery).
• Financial literacy and operational acumen, including forecasting and margin optimization.
• Strong stakeholder management and communication skills across global time zones and cultures.
• University-level fluency in English is required; proficiency in Bangla is a strong asset.

Employment Structure

• Onsite in Banani, Dhaka | Full-time
• Salary: BDT 200,000 - 500,000
• Benefits: Bangladeshi & Canadian government holidays + Year end 1 week break + Bi-annual festival bonuses + Annual salary review + Paid casual & sick leave + Friendly office culture + fully subsidized twice-a-week lunches.
• Work Week: Monday-Friday, 10:00 AM - 7:00 PM

Hiring Process

1. Interview with Talvette
2. Interview with the client's HR & General Manager
3. Interview with the client's BD Head
4. Interview with the client's international founders