Chief Operating Officer (COO)

Why Join the Team?

With a mission that spans the globe, the USO provides a rewarding and fulfilling work environment. Our team is exceptional, and we offer generous paid time off, including volunteer days and military leave. We have a remarkable 401k match, comprehensive benefits, and opportunities for training and education reimbursement. Our team members are passionate about putting the mission first, and we have a lot of fun while doing it. Working for the USO isn't just a job – it's a calling, and we believe in doing what you love and loving what you do.

Job Specifications

• Bachelor's degree required; Master's degree or equivalent advanced education preferred.
• Minimum of 15 years of progressively responsible leadership experience managing large-scale operations, programs, mission delivery functions, or related organizational responsibilities.
• At least 7 years of demonstrated executive leadership experience within a complex, geographically dispersed organization.
• Experience leading large teams through influence, collaboration, empowerment, and accountability.
• Proven success in developing and implementing strategic initiatives that improve organizational effectiveness and mission outcomes.
• Strong financial acumen with experience managing substantial operating budgets and organizational resources.
• Demonstrated experience using organizational data, customer insights, performance metrics, and stakeholder feedback to guide strategic and operational decision-making.
• Experience with Salesforce or comparable CRM, customer engagement, or enterprise data management platforms strongly preferred.
• Proven ability to translate data and analytical insights into operational improvements, program enhancements, and resource allocation decisions.
• Exceptional communication, presentation, and relationship-building skills.
• Ability to thrive in a dynamic environment with competing priorities and changing operational requirements.
• Demonstrated understanding of military culture, military life, and the unique challenges facing service members and military families.
• Experience working with military organizations, military families, veterans, nonprofit organizations, or related mission-focused organizations strongly preferred.
• Able to obtain and maintain credentials necessary to access military installations and operational locations worldwide.
• Military veteran, military spouse, military family member, or individual with significant experience serving military-connected communities strongly preferred.
• Must be a strong advocate of the USO’s mission.

Principal Duties and Responsibilities

• Partner with the CEO and Executive Leadership Team to develop and execute the organization's strategic vision, priorities, and long-range plans.
• Function as a strategic business advisor to the CEO, senior leadership team, and Board regarding key organizational and management issues.
• May assume certain responsibilities, as designated by the CEO, to act in place of the CEO when the CEO is unavailable.
• Lead the worldwide delivery of USO programs and services across all locations and operational environments.
• Develop and implement mission delivery strategies, policies, systems, and processes that ensure exceptional service, operational excellence, and mission impact.
• Provide strategic oversight of global field operations, ensuring safe, effective, efficient, and mission-focused delivery of programs and services.
• Lead, develop, and inspire a globally dispersed workforce of more than 500 teammates and approximately 27,000 volunteers.
• Foster a culture of empowerment, accountability, innovation, collaboration, and continuous improvement throughout the organization.
• Ensure local leaders have the authority, resources, and support necessary to meet the unique needs of service members and military families within their communities.
• Partner with the Impact Measurement team to ensure programs and services are informed by measurable outcomes, service member and family feedback, operational data, and emerging military community needs.
• Champion data-informed decision-making throughout mission delivery and operations, leveraging analytics, stakeholder feedback, and performance data to improve effectiveness and responsiveness.
• Ensure operational leaders effectively utilize service member, family, volunteer, and stakeholder feedback provided through organizational assessment and impact measurement processes to continuously improve mission delivery.
• Prioritize resources, staffing, programs, and services aligned with the greatest demonstrated needs of service members and military families worldwide.
• Utilize enterprise technology platforms, including Salesforce and other CRM systems, to strengthen situational awareness, identify trends, support operational decision-making, and improve service delivery across the organization's global network.
• Identify emerging trends affecting military communities and lead the development, testing, scaling, and evaluation of new programs and services.
• Partner with the Impact Measurement team to translate mission impact findings into operational improvements, program enhancements, and resource allocation decisions.
• Regularly assess operational demand, utilization patterns, stakeholder feedback, and mission impact data to ensure programs, services, and resources remain aligned with the greatest demonstrated needs of those served.
• Evaluate organizational effectiveness through regular review of mission outcomes, operational performance, financial stewardship, and stakeholder feedback.
• Develop and maintain strong relationships with senior military leaders, installation commanders, senior enlisted leaders, military family organizations, government partners, community supporters, corporate partners, and fellow military- and veteran-serving organizations.
• Serve as the principal staff lead to the Board of Governors Programs and Planning Committee and provide regular updates regarding mission delivery, impact, operational performance, and strategic initiatives.
• Oversee operational planning and execution during contingency operations, crisis response efforts, humanitarian events, and periods of heightened military activity.
• Ensure effective stewardship of organizational resources and accountability for operational performance, budget execution, and mission outcomes.
• Promote volunteer engagement as a strategic organizational capability and ensure volunteers remain fully integrated into mission delivery efforts worldwide.
• Represent the USO at military, governmental, nonprofit, corporate, and public events as a senior ambassador of the organization.
• Perform other duties as assigned by the CEO.

Location and Benefits

This is an in-person position located in Arlington, VA. We offer a competitive salary range of $315,000-$350,000, depending on qualifications and experience. To support pay transparency, this posting includes the anticipated base salary range for this role. Compensation is determined based on several factors including geographic location, relevant experience, specialized skills, certifications, and overall alignment with the position requirements. Our compensation practices are designed to ensure market competitiveness and internal equity across roles and levels.