Job Title: Chief Operating Officer (COO)

Experience Level: Executive

Department: Operations

Reports To: Chief Executive Officer (CEO)

FLSA Status: Full Time — Exempt

Location: Fully remote; working hours must overlap meaningfully with US Eastern Time

Salary: Competitive, commensurate with experience

About the Company

The Safe & Together Institute is a fully remote, global social enterprise with 20+ years of experience transforming how systems and professionals respond to domestic abuse in families with children.

The Safe & Together™ Model keeps children safe with protective parents by centering survivor safety, perpetrator accountability, and systemic responsibility. Backed by independent research, it has been adopted across child protection, family law, and women-sector agencies in the US, UK, Australia, Scotland, and beyond — and is recognized as promising for First Nations and historically marginalized communities.

We operate across North America, Europe, and Asia Pacific, offering training, e-learning, organizational assessments, implementation support, and licensed IP through a global network of Partner Agencies and Certified Trainers — including our AI sister company, SafetyNexus. We are also actively building an agentic AI operating layer to compound capacity across our regional and functional teams.

As a double bottom-line organization, we measure success in both social impact and revenue — serving survivors and their families alongside the governments, NGOs, and professionals who implement the Model.

About the Role

The Chief Operating Officer is a pivotal senior leader and direct partner to the founders and CEO. Responsible for the fiscal health and operational excellence of a ~$3M+ global social enterprise with 25+ staff, the COO oversees day-to-day operations across Client Services, Marketing, Finance, HR, and IT — driving both measurable social impact and revenue growth, margin, and lifetime customer value.

We seek a transformational leader who can work at the intersection of change management, mission-driven impact, and business development. The COO will build on recent advances in sales, customer success, product development, and operational automation — taking primary responsibility for enhancing internal processes and infrastructure to support growth and mission fulfillment. This includes integrating SafetyNexus, our AI sister company, into pricing, sales enablement, onboarding, and LCV measurement, and leading the transition to a sophisticated accounting platform.

The COO will navigate international compliance complexities while serving as a senior culture and performance leader — balancing empathy and collaboration with high expectations. The role reports directly to the CEO and partners strategically with both owners: the CEO/founder and the Chief Business Development Officer.

Key Responsibilities

Strategic Operating Leadership & Lifetime Customer Value

• Serve as the senior operating partner to the CEO and CBDO, translating strategic vision into operational reality and maintaining the company’s operating cadence through OKRs and KPI dashboards.
• Operationalize the Lifetime Customer Value framework end-to-end, defining and reporting on metrics for both social impact and revenue.
• Leverage the organization's global nature to advance local relationships and ensure integrated reporting for clear leadership visibility into the double bottom line.

Global Client Services Leadership (Sales, CS, TCP, Delivery)

• Oversee the Director of Global Client Services and regional teams to optimize sales infrastructure, including HubSpot hygiene and forecasting discipline.
• Drive cross-selling motions to bring existing customers into the SafetyNexus pipeline through collaboration across Customer Success and Regional Managers.
• Embed survivor and beneficiary voices into all client-facing motions while sharpening operational handoffs between marketing, sales, and delivery.

Marketing & Demand Generation

• Align brand and demand generation with priority markets and the product roadmap in partnership with the CEO.
• Build a performance-based marketing layer to measure pipeline contribution, customer acquisition costs, and integration with LCV reporting.
• Lead marketing operations for SafetyNexus integration and product launches without compromising fidelity to the Safe & Together Model.

Product Overhaul, New Products, & SafetyNexus Integration

• Manage end-to-market operations for the product portfolio, including pricing, packaging, and sales enablement.
• Operationalize the integration of SafetyNexus into delivery motions through software-plus-training bundles and partnership economics.
• Oversee customer onboarding, delivery capacity, and post-launch performance reviews for new product offerings.

Agentic AI Transformation of Operations

• Scale agentic AI transformations across sales, marketing, and finance to multiply the capacity of senior staff and regional teams.
• Deploy AI-enabled workflows and agents through a build/buy strategy while coaching staff to iterate on their own agents safely.
• Establish governance for ethical AI adoption that adheres to survivor-informed design and the Safe & Together Model.

Finance, People & Systems

• Lead Finance, HR, and IT operations, ensuring robust budgeting, forecasting, and data infrastructure for a multi-country remote company.
• Strengthen financial discipline and cost-to-serve visibility while making social impact a reported and managed metric.
• Preserve a high-retention culture while raising performance standards and managing systems that feed regional analytics.

Change Leadership & Culture

• Drive the operational change needed to transition from a training-focused to a systems-change organization.
• Foster an environment of empathetic accountability and excellence, coaching a diverse team and addressing equity implications.
• Model decisive, humble leadership through clear communication across all functions and timezones.

Required Skills

• Proven change-management track record. You demonstrate a track record of building infrastructure and operational discipline in founder-led organizations while preserving their unique culture.
• Double-bottom-line accountability with LCV fluency. You personally operationalize both social impact and revenue metrics using a Lifetime Customer Value (LCV) framework to drive leadership accountability.
• Relational and community-centered leadership. You build and sustain trust-based partnerships across diverse global practitioner ecosystems to drive long-term systems change.
• Agentic AI transformation leadership. You lead the operational deployment of agentic AI and automated workflows at scale to significantly multiply organizational capacity.
• Multi-region operating experience. You have successfully managed multi-country operations by effectively balancing central capabilities with necessary regional autonomy.
• Strategic peer-ship with founders. You act as a strategic partner to founders, capable of challenging, extending, and successfully operationalizing their vision.
• Strong financial and analytical discipline. You possess the financial acumen to manage P&Ls, forecasts, and data-driven decisions across all key business metrics.
• Exceptional communication. You communicate clearly and humanely across diverse cultures, regions, and organizational levels.
• Cultural humility and sector sensitivity. You demonstrate a deep commitment to addressing gender-based violence with awareness of its daily impact on survivors and marginalized communities.

Required Experience

You possess:

• 10+ years in senior operations, including 5+ years as COO, VP, or GM in a multi-country business.
• Master’s degree in business/public administration or equivalent experience.
• Proficiency in HubSpot, Google Workspace, and MS Office, with expertise in system rollouts.

Demonstrated experience:

• Scaling organizations from founder-led startups to mature operating models.
• Leading regional/central structures and managing leaders with revenue accountability.
• Operating in social enterprise, professional services, or training for government/NGO clients.
• Deploying agentic AI and workflow automation at scale to improve efficiency and outcomes.
• Managing integrated impact and financial metrics using LCV-style frameworks.
• Leading commercial readiness, pricing, and onboarding for new product launches.
• Operationalizing SaaS reseller/partner offerings, including margins and vendor relations.

Preferred Experience

• Fluency in human services sectors like domestic violence, child protection, or social reform.
• Personal or professional history partnering with survivors/survivor-led groups.
• Background managing franchise, ecosystem, or partner-licensing models.
• Experience selling software to government or NGO social-service entities, including procurement and rollout.
• Knowledge of multi-agency implementation and NGO/government funding cycles.
• Cross-cultural or multilingual expertise across international contexts.
• Experience in remote, family-friendly organizations spanning multiple timezones.

What’s in it for You

• A senior leadership seat at the table of a globally significant social enterprise at a real inflection point — with the runway, team, and reputation to actually deliver impact at scale.
• Direct partnership with the founders and the leadership team, with genuine authority to shape how the company operates.
• A fully remote, family-friendly culture with near-100% annual retention and a team that takes the work, and each other, seriously.
• Competitive compensation commensurate with experience.
• Annual learning stipend and support for professional development.
• Work that matters — every day — alongside colleagues across multiple countries who share the mission.

Our Commitment to Diversity and Inclusion

We are committed to building a diverse, inclusive, and equitable global team. We strongly encourage applications from people with lived experience of domestic abuse, Aboriginal and Torres Strait Islander peoples, First Nations and Indigenous applicants from across our operating countries, and individuals from culturally and linguistically diverse or system-impacted communities. We value the leadership and knowledge of survivors and historically marginalized communities in keeping families safe and connected, and we seek to learn from and work alongside those communities globally.