Chief Operations Officer

United Direct Solutions

SUMMARY

The Chief Operating Officer (COO) is responsible for the operational performance, delivery excellence, and overall efficiency of United Direct Solutions (UDS). This executive leader ensures that daily operations—including production, fulfillment, logistics, client service delivery, and cross-site coordination—are aligned with the company’s strategic goals and growth objectives. The role includes overseeing process optimization, resource allocation, performance management, and operational scalability, while leading a culture of accountability, collaboration, and excellence. The COO identifies and mitigates operational risks, implements best practices, and ensures operational readiness to support business growth, market expansion, and client satisfaction. The COO serves as a key partner to the CEO and Executive Leadership Team, driving operational discipline, continuous improvement, and high-quality client outcomes.

ESSENTIAL DUTIES, KEY RESULTS AREAS, AND RESPONSIBILITIES

The Chief Operating Officer (COO) is responsible for overseeing and optimizing the day-to-day operations of United Direct Solutions (UDS) to ensure operational excellence, client satisfaction, and alignment with the company’s strategic goals. The COO provides leadership across production, fulfillment, logistics, and client delivery teams, driving efficiency, quality, and scalability across all sites. This role partners closely with the CEO, Executive Leadership Team, and cross-functional departments to support business growth, operational readiness, and high-performance outcomes.

Lead day-to-day operations, including print production, mail fulfillment, facilities, logistics, and client delivery teams, ensuring consistent execution and high-quality outcomes
Implement scalable processes, standard operating procedures (SOPs), and best practices to ensure operational consistency, efficiency, and client satisfaction across all departments and sites
Drive continuous improvement initiatives in efficiency, quality, labor optimization, turnaround time, and cost management
Ensure timely, accurate, and compliant execution of jobs and programs in partnership with Client Services
Oversee capacity planning, scheduling, and equipment utilization across sites to meet client deadlines, margin goals, and operational targets
Monitor and improve operational KPIs, including on-time delivery, labor efficiency, waste reduction, downtime, and quality metrics
Champion cross-site standardization, operational alignment, and collaboration between Louisville and Cincinnati locations
Collaborate with Finance on production costing, margin improvement, capital investments, and budget adherence
Partner with the CIO and Strategy teams to evaluate, pilot, and implement automation, technology enhancements, and digital workflow solutions
Provide clear expectations, leadership guidance, and professional development for department heads, site leaders, and supervisors
Partner with Human Resources to recruit, train, and retain a productive, safety-focused, and accountable frontline workforce
Maintain a safe and compliant working environment, ensuring proper documentation, audit readiness, regulatory compliance, and incident prevention
Participate in executive-level planning sessions to align operations with strategic goals, growth plans, and client requirements
Report operational performance, capacity, and key metrics to the CEO, contributing to executive-level decision-making and business strategy
Foster a culture of accountability, operational excellence, continuous improvement, and client-centric performance across all teams
Perform other duties as assigned to support operational and organizational objectives

KEY PERFORMANCE INDICATORS (KPIs)

On-Time Delivery (%)– Percentage of jobs completed and delivered according to client deadlines
% of Jobs Delivered Without Rework or Complaint– Measure of quality and client satisfaction
Equipment Utilization (%)– Efficiency of machinery and equipment usage across sites
Cost per Job / Cost per 1,000 Pieces– Operational cost efficiency and margin management
OSHA Incidents and Safety Compliance– Track safety performance, incident reporting, and regulatory compliance
Cross-Site Performance Consistency– Measure standardization and alignment of operations across multiple locations
Labor Efficiency / Productivity Metrics– Output per employee or per team to ensure optimal staffing and performance
Waste and Scrap Reduction– Percentage of materials or production lost due to inefficiency or errors
Capacity Utilization– Degree to which operational capacity is effectively deployed to meet client demand
Client Escalation Rate– Number of operational issues escalated by clients as a percentage of total jobs
Process Improvement Implementation Rate– Number and impact of efficiency or process improvement initiatives implemented
Operational Budget Adherence– Monitoring actual costs versus budgeted expenditures across operations

QUALIFICATIONS

The Chief Operating Officer (COO) must be a highly strategic, results-oriented, and operationally driven executive with a proven ability to lead multi-site operations, drive efficiency, and deliver high-quality client outcomes. The ideal candidate combines operational expertise, business acumen, and executive leadership skills to scale operations, optimize processes, and foster a culture of accountability and excellence. Key qualifications include:

Highly motivated and able to work independently while collaborating effectively with executive leadership and cross-functional teams
Excellent organizational and time-management skills, with the ability to prioritize competing demands in a fast-paced environment
Proven track record of delivering performance improvements across operations, processes, and people
Experience leading multi-site operations, including production, fulfillment, logistics, and client service, in highly deadline-driven environments
Expertise in lean manufacturing, Six Sigma, or other continuous improvement methodologies
Strong business acumen, execution discipline, and problem-solving capabilities
Exceptional communication, facilitation, and executive presentation skills, including the ability to convey complex operational information to diverse stakeholders
Demonstrated success in strategy execution, operational planning, and cross-functional project leadership
Proven ability to drive measurable business outcomes through strategic change, process optimization, and operational efficiency
Expertise in people leadership, team development, and coaching, fostering a culture of accountability, collaboration, and continuous improvement
Experience managing operational budgets, capital investments, and financial performance metrics
Track record of driving growth, leading change initiatives, and scaling operations in alignment with strategic goals
Professional image, high emotional intelligence, and ability to influence and inspire teams across all levels of the organization
Strong interpersonal and organizational leadership skills, with the ability to build alignment and collaboration across multiple departments and locations
Knowledge of industry best practices, operational metrics, and regulatory compliance standards relevant to print, mailing, fulfillment, or service operations

EDUCATION AND EXPERIENCE

A bachelor's degree in operations management, Industrial Engineering, Business, or a related field is preferred; equivalent combinations of education and relevant professional experience will also be considered. The Chief Operating Officer should have a minimum of ten years of progressive experience in manufacturing, print/mail, fulfillment, or service operations, including at least five years in a senior leadership role. The role requires a proven track record of driving operational excellence, process improvement, and high-performance outcomes. Candidates should demonstrate experience leading cross-functional teams, manage multi-site operations, and implement scalable systems and processes to support organizational growth and client satisfaction.

LANGUAGE SKILLS
The COO must possess exceptional verbal and written communication skills, including the ability to read, analyze, and interpret operational reports, contracts, technical documents, and performance data. The role requires the ability to prepare clear, concise, and professional reports, operational summaries, and presentations, and to communicate complex operational information effectively to the CEO, executive leadership, department heads, and operational teams. Confidence and professionalism in facilitating meetings, delivering briefings, and providing guidance across the organization are essential.

MATHEMATICAL SKILLS
The COO must have strong quantitative and analytical skills to interpret operational metrics, financial performance data, and productivity reports. The role requires the ability to analyze budgets, forecasts, capacity utilization, efficiency ratios, and process performance metrics to optimize operational decision-making and ensure alignment with strategic goals.

REASONING ABILITY
The COO must possess advanced analytical, critical thinking, and problem-solving skills to evaluate operational performance, production processes, and client service delivery. The role requires the ability to identify operational inefficiencies, prioritize initiatives, allocate resources effectively, and make informed decisions that drive organizational performance, scalability, and high-quality client outcomes.

PHYSICAL DEMANDS
The COO is regularly required to sit, stand, walk, talk, and hear, and must use hands and fingers to operate standard office equipment, computers, and mobile devices. The role may require occasional lifting, carrying, or moving of items weighing up to 25 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus. Occasional bending, reaching, or stooping may be necessary. The position may involve travel to company locations, client sites, or vendor facilities.

WORK ENVIRONMENT
The Chief Operating Officer (COO) primarily works in a professional office setting while overseeing operations across multiple company locations. The role requires frequent interaction with production, fulfillment, and client service teams, as well as collaboration with executive leadership and cross-functional departments. The COO may be required to travel periodically to company sites, client locations, or vendor facilities to support operational oversight and strategic initiatives. The work environment is typically moderate in noise, with periods of high activity or time-sensitive operational demands. Reasonable accommodations will be made for qualified individuals with disabilities to enable them to perform the essential functions of the role.

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