Chief Operating Officer, PiHR
Top Talents
300
+
Overview
We are looking for a data-driven, execution-focused Chief Operating Officer (COO) to lead the operational scaling and business performance of PiHR, our flagship SaaS HR & Payroll Management Platform.
As COO, you will sit at the intersection of business strategy, customer success, product operations, and revenue execution. You will scale operations to support a growing base of corporate clients, optimize B2B sales and onboarding pipelines, drive Net Revenue Retention (NRR), keep PiHR continuously aligned with local workforce laws, and expand PiHR’s market footprint nationally and internationally.
As COO, you will sit at the intersection of business strategy, customer success, product operations, and revenue execution. You will scale operations to support a growing base of corporate clients, optimize B2B sales and onboarding pipelines, drive Net Revenue Retention (NRR), keep PiHR continuously aligned with local workforce laws, and expand PiHR’s market footprint nationally and internationally.
Responsibilities:
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1. Operations & Customer Experience
- End-to-End Onboarding & Support: Build world-class customer onboarding, data migration and technical support teams to reduce Time-to-Value (TTV) for new enterprise and SME clients.
- Retention & Churn Reduction: Oversee Customer Success strategies to maximize Net Revenue Retention (NRR) and maintain low churn across all client segments.
- Relationship Ownership: Be the senior voice for our clients, strengthening relationships and spotting early churn signals before clients decide to leave.
- SLA & Incident Management: Partner with Engineering and Cloud Ops to define operational SLAs, system uptime commitments and swift resolution processes for customer-facing issues.
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2. Business Growth & Go-To-Market
- Sales & Account Management Leadership: Work closely with B2B Sales, Business Development and Marketing to improve pipeline velocity, client acquisition and cross-selling or up-selling of premium modules (e.g., shift roster, advanced analytics, tax automation).
- New Business Windows: Continuously identify new segments, partnerships, channels and revenue streams, then pilot, prove and scale them.
- Market Expansion: Drive operational readiness for international expansion into regional markets (SE Asia, MENA).
- Pricing & Monetization: Refine pricing models, package structures, and implementation fees to increase Average Revenue Per Account (ARPA).
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3. Product & Localization Strategy
- Product-Ops Alignment: Work with Vivasoft’s Engineering and Product leadership to turn customer pain points and local regulatory updates into product roadmaps.
- Bangladesh Regulatory Alignment: Ensure PiHR stays current with Bangladesh Labor Law, National Board of Revenue (NBR) income tax rules, provident funds, and local banking transfer workflows.
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4. Team Leadership & Organizational Governance
- Team Management & Task Distribution: Lead Sales and Support teams day-to-day. Set targets, distribute work clearly, and build strong bonding and trust across the team.
- Forecasting & Management Reporting: Own forecasting for revenue, renewals, pipeline, and capacity. Report to management with clear numbers and recommendations.
- Scalable Process Engineering: Standardize SOPs across Implementation, Sales, Key Account Management, and Technical Support.
- Cross-Department Synergy: Eliminate silos between Vivasoft’s core engineering teams and PiHR’s customer-facing business units.
- Resource & Financial Management: Manage PiHR’s P&L, budgets, operational costs, and headcount growth to maintain healthy EBITDA margins.
Qualifications & Requirements
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Experience & Track Record
- 12+ years of progressive operational leadership, with at least 3–5 years at VP or C-level in B2B SaaS, IT/Tech products or high-growth fintech/software environments in Bangladesh or South Asia.
- Proven track record of managing and scaling a software product’s operational units (Customer Success, Sales, Support, Onboarding).
- Demonstrated experience with B2B clients in Bangladesh (Ready-Made Garments (RMG) and manufacturing, banking, enterprise tech, conglomerates, startups).
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Functional & Domain Knowledge
- Deep understanding of SaaS metrics: CAC, LTV, NRR, ARR/MRR, churn, NPS and onboarding TTV.
- Strong familiarity with HR Tech, payroll processing systems, biometrics/attendance infrastructure, and Bangladesh labor and tax compliance.
- High technical fluency: able to communicate effectively with solution architects, software engineers, and corporate C-level stakeholders.
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Soft Skills & Leadership
- Strategic & Execution Agility: Balance long-term SaaS strategy with day-to-day execution.
- Hands-on & Dynamic: Comfortable stepping into a client escalation or a boardroom, adapting quickly as priorities change, and always asking, “What are we missing?”
- Negotiation & Stakeholder Management: Experience dealing directly with CXOs and HR Directors of large corporate clients.
- People Leadership: Outstanding team-building, coaching, and conflict-resolution skills.
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What Success Looks Like
- Day 90: You know every client segment, team, and risk, and the forecasting and reporting rhythm is set.
- Month 6: Churn is measurably lower, and ownership across Sales and Support is clear.
- Month 12: Revenue is predictable, retention is up, and a new growth stream is live.
What we offer:
- Positive and supportive work environment
- Weekends: 2 days off per week
- Festival Bonus: 2 per year
- Meals: Complimentary lunch and snacks
- Other perks as per company policy
Job Information:
- Open Positions: 1
- Location: Dhaka, Bangladesh
- Salary: BDT 200–250K
- Deadline: 31, Oct 2026