Consulting – Other Consulting – Products & Platforms - Chief Operations Officer – Senior Manager

Technology – Operations & Service Delivery – Support Services – Senior Manager

This role sits within the rapidly growing Products and Platforms practice at EY. Think of Products and Platforms as a start-up with backing of EY’s brand and depth. We are a product-led team building innovative products and solutions, working on global teams and sharing our learnings across teams and sectors. We respect differing opinions and empower each other to take a product mindset in everything we do, and we are confident making and communicating decisions that will drive scalable business and generate sustainable revenue streams. The practice owns the product development lifecycle for a comprehensive suite of solutions that deliver unparalleled value and transformative outcomes to our clients. We’ve outpaced our competition with both our investments and solutions and we’re looking for a strong Senior Manager as our Chief Operations Officer to join our team.

The opportunity

We are seeking a dynamic and experienced Chief Operations Officer with a unique blend of skills, combining hands-on tactical experience with a strategic vision to drive growth and efficiency. The COO will work closely with our EY Nexus and Products and Platforms team to build out and scale our current operations. We are looking for a team player with an entrepreneurial mindset to work with our P&P, Nexus and internal EY stakeholders to take an existing operations framework and turn it into a robust and unified operations process that is scalable and standardized across sectors and can evolve into an operational strategy for industry cloud. This role is critical to measuring and reporting on the health of the total business and working closely within the Strategy and Operations and Commercialization teams in conjunction with the rest of the core team leadership to achieve overall sales, total engagement revenue and product revenue goals for the fiscal year.

Join our dynamic Technology team as a Senior Manager in Operations & Service Delivery, where you will have the opportunity to lead and manage the delivery of transformative technology projects and programs. This role is pivotal in aligning technology solutions with organizational strategy to achieve desired outcomes. You will provide assurance to leadership by managing timelines, costs, and quality, and lead both technical and non-technical project teams in the development and implementation of technology solutions and/or infrastructure.

Your key responsibilities

As a Senior Manager, you will be responsible for the effective management and delivery of complex processes, solutions, and projects. You will maintain a focus on quality and risk management while navigating operational and organizational dynamics. This role will challenge you to propose solutions to technical constraints, anticipate bottlenecks in system development, and provide deep insight through analysis and knowledge of best practices. You will be accountable for the budget, delivery, and performance of complex processes and projects to achieve performance objectives. Additionally, you will:

• Lead engagement delivery and be accountable for program/project management.
• Manage client relationships and engage with clients daily to lead planning, execution, and closure of client engagements.
• Identify sales and new opportunities and manage engagement economics for the whole engagement.

Skills and attributes for success

To thrive in this role, you will need specialized knowledge of project and program delivery methods, including Agile and waterfall, and the ability to coach others on relevant processes, tools, techniques, and enabling technologies. You should also demonstrate:

• Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Develops solutions to complex problems and recommends changes to policies that affect the immediate work area and possibly the business function within own area/department.
• Provides direction and feedback to engagement team members to complete tasks and contributes to performance evaluations and hiring decisions
• Own the overall governance, sales, TER and pipeline reporting, financial management, investment and revenue planning, people management, quarterly business reviews, balanced scorecard reporting, and any other ad-hoc tasks related to operations
• Ability to work closely with internal leadership and stakeholders and collaborate with team members across the team’s core leadership to achieve successful outcomes in a fast-paced and dynamic environment
• Ensure all operations and associated deliverables are aligned with quality and risk management standards (e.g., independence, commercialization, etc.,)

To qualify for the role, you must have

• A Bachelor’s degree required (4-year degree); a master's degree is preferred
• Typically, no less than 5 - 7 years of relevant experience
• Proficiency in managing application security to safeguard our technology infrastructure
• A strong orientation towards customer satisfaction, ensuring all operations meet their needs
• Expertise in overseeing customer support operations, delivering exceptional service
• Skilled in managing data delivery and management processes, ensuring accuracy and accessibility
• Ability to manage stakeholder relationships effectively, aligning technology solutions with business objectives
• Knowledge of technology ecosystem operations, ensuring seamless integration and functionality
• Experience in technology service management, optimizing service delivery and support
• Competence in troubleshooting and triage, quickly resolving technical issues to minimize downtime
• Adept at building and managing relationships, fostering collaboration and teamwork
• Committed to earning client trust and delivering value through high-quality service.
• Commercially astute, with a keen understanding of business operations and financial implications
• Effective communicator, able to convey complex information with impact.
• Problem-solver, capable of addressing complex challenges with innovative solutions
• Critical thinker, evaluating situations and making informed decisions
• Digitally fluent, leveraging technology to drive business outcomes
• Outcome-driven, focused on achieving results and meeting objectives
• Emotionally agile, adapting to change and managing stress effectively
• Skilled in hybrid collaboration, working effectively both in-person and virtually
• Well-versed in Microsoft excel, investment planning, revenue planning and tracking, pipeline tracking and management, roster tracking and management, quarterly business reviews and other operational-related items

Ideally, you’ll also have

• Leadership experience, guiding teams towards success
• Learning agile, continuously seeking knowledge and applying it effectively
• Proficient in managing change, leading organizational transitions smoothly
• Strong negotiation and influencing skills, achieving favorable outcomes
• Strong operational acumen – deep knowledge in building and optimizing processes, handling logistics, and improving efficiency is essential. They understand how to streamline operations
• Adaptability: ability to adapt to shifting priorities, resources, and market conditions. They’re resilient and capable of evolving as the team scales
• Execution Focus: highly execution-oriented. Ability to ensure strategic goals are broken down into actionable steps and drive them to completion
• Strategic Thinking: ability to balance the operational needs with the long-term strategy, ensuring alignment with the team’s mission and vision – can anticipate challenges and opportunities before they arise
• Analytical and Data-driven: leverage data to guide decision-making, identify inefficiencies, and measure success, allowing the team to make informed and metrics-backed adjustments
• Financial Acumen: ability to oversee budgeting, resource allocation, and cost management to keep operations sustainable
• Vision for Scalability: we aim to scale fast, so experience in setting up systems that can grow with the company, preparing it for increased complexity and larger operations down the road would be beneficial

What we look for

We are seeking top performers who demonstrate the ability to propose innovative solutions, lead high-performing teams, and drive successful outcomes. Ideal candidates will possess emotional agility, learning agility, and the ability to manage change effectively. We value individuals who can build and manage relationships, communicate with impact, and have a strong commercial astuteness.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.