Chief Operating Officer

RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset.

Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.

But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.

While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all, is the team you join.

The Role:

As our first Chief Operating Officer, you will be a pivotal member of our executive team (partnering with the CEO, CFO, CTO, and CMO), responsible for architecting and implementing the operational strategies that drive RecordPoint's growth and efficiency. You will own all key operational KPIs, fostering a culture of predictability, excellence, and continuous improvement across the organisation. You will lead our onboarding and Customer Success teams. We are looking for an experienced SaaS operator who thrives in a fast-paced, global, high-growth environment and is passionate about building world-class processes and teams.

Key Responsibilities:

• Operational Strategy & Execution: Develop, implement, and oversee global operational strategies aligned with RecordPoint's business objectives. Translate strategic initiatives into actionable plans and drive their execution across all departments, continuously identifying opportunities for improvement and cost optimisation.
• Team Leadership & Development: Lead, mentor, and develop customer onboarding, CX, and back-office operations teams, including People and Culture. Foster a positive, high-performance work environment.
• KPI Management & Performance: Define, track, improve, and report on all key operational KPIs (e.g., customer acquisition cost, customer lifetime value, churn rate, gross margin, sales cycle length, support response times). Establish clear metrics and dashboards to monitor performance and drive data-informed decisions.
• Commercial Oversight: Manage and ensure billable and commercial teams (including CX and Professional Services leaders) are meeting and exceeding targets, acting as a commercial overlay to drive success.
• Cross-Functional Leadership & Collaboration: Work closely with the executive leadership team to ensure seamless coordination and execution across Sales, Marketing, Product, Engineering, Customer Success, Finance, and HR. Foster a culture of collaboration and accountability.
• Process Optimisation & Scalability: Design, implement, and optimise scalable operational processes and systems to support rapid growth. Ensure processes are documented, repeatable, and consistently applied, leading initiatives to automate and streamline workflows.
• Financial & Resource Management: Partner with the CFO to manage operational budgets and resource allocation, ensuring efficient utilisation of resources to maximize ROI. Contribute to financial planning and forecasting.
• Customer Experience & Satisfaction: Oversee the entire customer journey from acquisition to retention, ensuring a consistently excellent experience and identifying areas for improvement in customer satisfaction and loyalty.

Qualifications:

• 10+ years of progressive leadership experience in operations, with at least 5 years in a senior leadership role (VP of Operations, COO) within a scaling B2B SaaS company.
• Proven track record of driving significant operational improvements and achieving measurable results against key KPIs.
• Deep understanding of SaaS business models and key metrics.
• Understanding of global organisations scaling from 150 people to 400 people.
• Exceptional analytical skills with a strong ability to translate data into actionable insights and strategic decisions.
• Experience building, leading, and scaling high-performing teams.
• Managed professional services or consulting teams.

Why RecordPoint:

• Fast-growth Australian-owned company
• Flexible work environment and a strong focus on work-life harmony
• Innovation is our way of life
• Personal Development budget for all staff
• Access to Employee Stock Ownership Plan
• A brilliant graduate program that provides both mentoring and growth opportunities for all
• Work on a product that makes a real social-good impact on the world
• Global opportunities