Chief Operating Officer

Company Background 

Founded in 1992, Mi-Case is the industry leader in fully integrated offender management software solutions, provides industry expertise and consulting within the Public Sector for Digital Transformation.

Mi-Case leverages a unique combination of technical, functional and industry specialization as well as partnerships with key software vendors to deliver maximum value add projects.

Position Summary  

The Chief Operating Officer (COO) serves as the organization's senior operational leader and acts as the chief of staff to the President and Senior Vice President. This executive role carries primary responsibility for the day-to-day operations of the company and serves as the principal C-level contact for client relationships. The COO provides strategic and operational leadership across multiple departments, ensuring alignment with organizational objectives while maintaining the highest standards of client service and operational excellence. Critically, the COO serves as the central hub for executive communication, ensuring clear and consistent information flow between the President, Senior Vice President, and all operational departments. 

Scope of Authority 

The COO has direct oversight and accountability for the following departments: 

·       Project Management 

·       Operations 

·       Support and Maintenance 

·       Engineering 

·       Business Analysis 

The President retains authority over Sales, Marketing, and high-level strategic decision making. 

Key Responsibilities 

Client Relations & Executive Engagement 

·       Serve as the primary C-level point of contact for clients, building and maintaining strong executive relationships 

·       Lead strategic client meetings, executive briefings, and business reviews 

·       Address escalated client concerns and ensure timely resolution of critical issues 

·       Champion client success initiatives and drive continuous improvement in client satisfaction 

·       Represent the company at industry events, conferences, and client-facing engagements 

Operational Leadership 

·       Direct all operational activities across Project Management, Operations, Support and Maintenance, Engineering, and Business Analysis 

·       Establish operational strategies, objectives, and key performance indicators aligned with company goals 

·       Drive operational efficiency and continuous process improvement across all departments 

·       Ensure resource optimization and effective cross-departmental collaboration 

·       Oversee capacity planning and workforce development to support organizational growth 

Executive Partnership 

·       Function as chief of staff to the President and Senior Vice President, ensuring seamless execution of strategic initiatives 

·       Translate high-level strategic direction into operational plans and actionable objectives 

·       Provide regular operational reporting and insights to executive leadership 

·       Collaborate with the President on company-wide initiatives, budgeting, and strategic planning 

·       Coordinate with Sales and Marketing leadership to ensure alignment between client commitments and operational delivery 

Executive Communication & Information Management 

·       Serve as the primary communication conduit between the President, Senior Vice President, and operational departments 

·       Ensure both the President and Senior Vice President receive timely, accurate, and relevant information for decision-making 

·       Coordinate cross-functional communication between operational departments (under COO) and corporate functions (Finance, HR, Legal under Senior Vice President) 

·       Maintain clear channels of information flow to prevent silos and ensure organizational alignment 

·       Synthesize operational data and insights into executive-level communications and briefings 

Department Leadership 

·       Provide strategic direction and leadership to department heads across all areas of responsibility 

·       Foster a culture of accountability, innovation, and continuous improvement 

·       Develop and mentor senior leadership within the organization 

·       Ensure departments are appropriately staffed and resourced to meet current and future demands 

·       Drive talent acquisition, retention, and professional development strategies 

Software Delivery & Quality 

·       Ensure successful delivery of software projects on time, within scope, and to quality standards 

·       Champion best practices in software development lifecycle management 

·       Oversee product quality, support responsiveness, and maintenance excellence 

·       Drive technology strategy and modernization initiatives in partnership with Engineering leadership 

Required Qualifications 

·      Minimum 10 years of progressive leadership experience, with at least 5 years in senior executive or C-level roles 

·       Bachelor's degree in Business Administration, Computer Science, Engineering, or related field 

·       Proven track record of leading multiple departments or business units simultaneously 

·       Extensive experience in client-facing executive roles with demonstrated success in building and maintaining strategic client relationships 

·       Deep understanding of software development lifecycle, including Agile methodologies, DevOps practices, and quality assurance 

·       Strong background in operations management, including resource planning, process optimization, and performance management 

·       Experience across both traditional on-premise software delivery and SaaS/cloud-based environments, with an understanding of the distinct operational requirements of each model 

·       Exceptional communication and presentation skills with the ability to engage effectively at all organizational levels 

Preferred Qualifications 

·       MBA or advanced degree in a relevant discipline 

·       Experience in government software, corrections, justice, or public sector technology 

·       Background in professional services delivery and client success management 

·       Experience with organizational scaling and change management 

·       Track record of successful P&L management 

Executive Competencies 

·       Strategic Vision: Ability to see the big picture while maintaining focus on operational details; translates strategy into execution 

·       Client Orientation: Deeply committed to client success; builds trust and credibility with external stakeholders at the highest levels 

·       Operational Excellence: Drives efficiency, quality, and continuous improvement across all operational functions 

·       Leadership Presence: Inspires confidence in employees, clients, and partners; leads by example with integrity and accountability 

·       Collaborative Partnership: Works effectively with the President and Senior Vice President as a trusted advisor and operational partner 

·       Decision Making: Makes sound, timely decisions in complex situations; comfortable with ambiguity and calculated risk 

·       Talent Development: Builds high-performing teams; identifies, develops, and retains top talent across the organization 

Reporting Structure 

This position reports directly to the President and works in close partnership with the Senior Vice President. 

Direct Reports 

·       Director/Manager of Project Management 

·       Director/Manager of Operations 

·       Director/Manager of Support and Maintenance 

·       Director/Manager of Engineering 

·       Director/Manager of Business Analysis 

Employment Details 

Employment Type: Full-Time 

Classification: Executive Leadership  

Travel: Travel required for client engagements and industry events 

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