⚙️ Chief Operating Officer

Role Overview

The COO manages day-to-day operations including order fulfillment, customer service workflows, process optimization, and operational efficiency.

Reports to: CEO

Direct Reports: CCustO, VP Operations, VP Customer Service

🔄 Pending Tasks

• Order fulfillment workflow documentation
• Customer service SOP
• Returns/refunds process
• Supplier coordination protocols

📄 Documents

• ⚙️ Operations Playbook — Order fulfillment, support tiers, daily checklist, escalation matrix

📊 KPIs

• Order fulfillment time
• Customer satisfaction score
• Support ticket resolution time
• Returns rate