The Chief Operations Officer's mission is to deliver customer and operational excellence across the company in an agile, collaborative fashion engaging with all relevant internal and external stakeholders.
She/he will support SustainCERT in its accelerated growth phase by strengthening and streamlining operational delivery of Sustaincert's software-enabled verification solutions. Come and join their team of mission-driven individuals with big ideas, tireless optimism and the belief that our work can change the world.
About SustainCERT
SustainCERT helps quantify and report on the social and environmental impacts from a wide range of sustainability interventions. Its role is to provide robust evidence of progress towards the collective sustainability goals and ensure climate pledges bring real, meaningful impact on the ground. SustainCERT deploy technology to create the next-generation of impact accounting and improve the way carbon emissions are measured, reported and verified: More simplicity, more affordability, more efficiency and always the best level of accuracy and credibility. SustainCERT are on a mission to mainstream best-practice for the benefit of all - businesses, people and the planet.
About the position
Reporting to the Chief Executive Officer, the Chief Operations Officer ('COO') is responsible to deliver an exceptional customer experience across all business lines including carbon offset and value chain impact verification. As the company deploys its suite of software-enabled verification solutions, the COO will work collaboratively and cross-functionally with relevant internal and external stakeholders to implement processes and workflows for the smooth on-boarding of clients, scalability of the internal team of verification officers, world class customer experience and robust quality controls in line with SustainCERT values and commitment to environmental integrity.
She/he will be accountable to optimise the customer experience and company performance using the people, systems, processes, services and products available for Operations and Goto-Market teams at any given time. The nature of SustainCERT's business is such that services and products are intrinsically linked.
It is incumbent upon the COO to work intimately with our Chief Product Officer (CPO) and Chief Technology Officer (CTO) when prioritising, designing, implementing and rolling out service and product improvements we believe will have positive outcomes for customers and positive impact for the company.
This position will manage a team of c. 20-25 FTE including subject matter experts tasked to perform greenhouse verification and provide advisory support to clients.
This is a tremendous opportunity for a strong leader to maximize and strengthen the internal capacity of a fast moving, high-impact organization. User-centric impact assessment.
This position is ideally located in Amsterdam.
Primary Responsibilities and Tasks
Key Responsibilities:
Implement best-in-class customer support and customer success across all business lines
Oversee the creation and implementation of a tiered support structure for SC's software products and services, ensuring best-in-class support is provided to all SustainCERTs users (e.g. incoming queries management, proactive customer journey facilitation, etc.)
Develop and implement a customer success programme that reconciles the natural tension between providing an increasingly frictionless customer journey with the highest standards in certification, validation and verification. And tailored to the needs of each business line
Collaboratively co-design with relevant internal stakeholders and co-own the implementation of a data-driven strategy to monitor and enhance the customers journey andsatisfaction in traversing it.
Oversee and optimize existing verification solutions (including carbon offsets and value chain verification) with a focus on client satisfaction and scalability
In collaboration with relevant functions, oversee the optimisation of internal workflows and processes with a focus on customer satisfaction, scalability and financial performance
Anticipate any capacity issues, develop, and implement a plan to increase the team's capacity in line with growing market demand and SustainCERT's aggressive growth targets
Ensure alignment with relevant compliance requirements such as ISO 14065 in close collaboration with the compliance team
Develop and implement a plan to transition the portfolio of carbon offset clients to digital verification as capabilities become available on the SustainCERT platform
In close collaboration with the product and engineering teams, develop and implement a plan to onboard and support clients as they transition to digital verification
Ensure your team is adequately staffed and skilled to deliver digital carbon offset verification in targeted sectors and markets as per SustainCERT's expansion plan
Develop and implement a plan to transition the portfolio of value chain clients to digital verification as capabilities become available on the SustainCERT platform
In close collaboration with the product and engineering teams, develop and implement a plan to onboard and support clients as they transition to digital verification
Ensure the team is adequately staffed and skilled to deliver digital value chain intervention verification in targeted sectors and markets as per SustainCERT's expansion plan
Oversee the delivery of advisory trajectories, develop and implement a plan to productize these trajectories.
Qualifications
At least 10 years of overall professional experience; ideally 5-plus years of senior leadership experience in fast growing companies
Track record of successfully leading operations in a fast growth, agile software and services company context with a focus on customer satisfaction and continuous improvement
Experience overseeing employing data to maximize customer satisfaction
Experience in driving change across functional areas ideally in a start-up to scale-up context
Demonstrated excellence in cross-functional collaboration
Experience in psychologically safe leadership of a remote and culturally diverse team
A successful track record in setting priorities; sharp analytic, organization and problem solving skills which support and enable sound decision making
Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders
A multi-tasker with the ability to wear many hats in a fast-paced environment
Personal qualities of integrity, credibility, and dedication to combatting climate change
Strong team player
Excellent communication and interpersonal skills
Ability to work independently and on own initiative
Minimum of a BA, ideally with a related graduate degree
Does this opportunity speak to you, and want to hear more? Please apply directly or contact Karen Steeman / karen.steeman@acre.com or Simone de Bruin /simone.debruin@acre.com for further information.
