Chief Operations Officer (Worldwide/remote)

London

As the Chief Operating Officer (COO) of ZEN, you will play a pivotal role in driving the strategic vision and operational excellence of our rapidly growing company. With a current headcount of approximately 400 and ambitious growth plans, you will be responsible for overseeing daily operations, optimising ZEN's support function performance, and scaling the business. Your leadership will be instrumental in delivering an ultimate buying and selling experience that enhances people's lives globally.

Key Responsibilities:

1. Assist in building and delivering the global vision of the PSP to enhance people's lives.
2. Advise on the most effective strategies supported by artificial intelligence to drive business growth and operational efficiency.
3. Develop and implement business strategies to integrate e-commerce, payment processing, and neobanking solutions.
4. Oversee day-to-day operations across multiple regions and disciplines, ensuring operational efficiency and effectiveness.
5. Implement processes and systems that enhance productivity, scalability, and customer satisfaction.
6. Manage and optimise resources to support the company's growth objectives.
7. Lead the scaling efforts to support the company’s growth ambitions.
8. Develop scalable processes and systems that can handle rapid expansion while maintaining high standards of performance and quality.
9. Ensure that all operations are compliant with regulatory requirements and industry standards.
10. Build and refine products and processes that are easy to use, understand, and deliver ultimate effectiveness.
11. Focus on solving real problems, not just symptoms, to deliver impactful and practical solutions.
12. Promote a culture of continuous improvement and innovation.
13. Foster a culture that embodies the company's values of courage, persistence, honesty, creativity, and empathy.
14. Lead and develop a high-performing team to achieve strategic goals.
15. Promote an ultra-proactive approach to problem-solving and execution.
16. Ensure that the delivery of e-commerce, payment processing, and neobanking solutions, as well as Zen’s supporting functions provide an exceptional customer experience.
17. Leverage AI and other advanced technologies to enhance the customer journey and operational efficiency.
18. Maintain a pragmatic and logical approach to decision-making, prioritising practical impact over theoretical analysis.
19. Work closely with the CEO, executive team, and other stakeholders to align operational strategies with overall business goals.
20. Ensure effective communication and collaboration across all departments and regions.
21. Establish key performance indicators (KPIs) to monitor operational performance and drive continuous improvement.
22. Provide regular reports to the CEO and board on operational achievements, challenges, and strategic initiatives.

Qualifications:

1. Bachelor’s or master's degree: not needed, we are looking for practicians not theoretical thinkers.
2. Minimum of 10 years of experience in a global or group COO role in at least two different companies.
3. Proven experience in e-commerce, payment processing, banking and building scalable operations in multiple regions.
4. Execution expert with a high degree of adaptability and resilience.
5. Strong strategic thinking and problem-solving abilities.

We offer:

1. Future career opportunities with international exposure.
2. A supportive environment that allows our employees to thrive and learn.

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