The Most Influential COOs to Watch In 2023.pdf

Lillis
Upholding a Legacy of Service and Community
in the World of Insurance

06.
Cover
Story
Lillis

Contents
Articles
Articles
The Unseen Heroes
Exploring the Impact of COOs on
Corporate Success
COOs Unveiled
Strategies and Insights from
Inﬂuen al Chief Opera ng Oﬃcers
24.
30.
14. Charles Hughes
Reinven ng Technical Services with
Agile Workforce Strategies
20.
Pioneering Clinical Research and
Tech Industry
Kim McLean Boericke
28. Arteh
Empowering Sustainable Business
Transi ons with Innova ve
Climate Solu ons

In the dynamic landscape of corporate leadership, Chief
Opera ng Officers (COOs) emerge as pivotal figures, steering
organiza ons toward opera onal excellence and strategic
success. This editorial celebrates the indispensable role of
Influen al COOs, the unsung heroes behind the scenes,
orchestra ng the intricate way of business opera ons.
COOs wield a unique blend of visionary foresight and pragma c
execu on. Their responsibili es extend far beyond tradi onal
opera onal oversight; they are architects of efficiency, catalysts
for innova on, and linchpins for organiza onal resilience. From
streamlining workflows to op mizing resource alloca on, these
leaders navigate the complexi es of day-to-day func ons,
ensuring seamless integra on across departments.
In the ever-evolving realm of business,
COOs act as catalysts for change, driving
transforma ve ini a ves that propel
companies forward. Their ability to
bridge the gap between high-level
strategy and prac cal
implementa on is a hallmark of
their influence. Whether naviga ng
global expansions, embracing digital
transforma ons, or spearheading
sustainability efforts, Influen al
COOs leave an indelible mark on the
trajectory of their organiza ons.
This editorial, through its latest edi on of
The Most Influen al COOs to Watch In 2023,
also sheds light on the collabora ve nature of
effec ve COO leadership. Working hand-in-hand with CEOs,
boards, and cross-func onal teams, they foster a culture of
collabora on and innova on. By championing a harmonious
blend of strategic vision and opera onal efficiency, COOs ensure
that their organiza ons not only survive but thrive in the face of
challenges.
The profiles of these Influen al COOs o en reveal a diverse
range of skills – from crisis management to technological
acumen. Their adaptability and resilience are crucial in
naviga ng the uncertain es of the business landscape. As this
editorial unfolds, it recognizes and applauds the unsung
contribu ons of Influen al COOs, shaping the present and
future of corporate success.
Editor’s
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Brian Lillis
COO
Ryan Specialty

Lillis
A motivated work ethic, a
drive for constant
improvement, a
competitive nature, and
an entrepreneurial spirit
are necessary for success.
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,
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C O V E R S T O R Y

A Story of Community, Continuity, and Commitment in a
Changing World!
In a rapidly changing world where uncertainty seems to
be the only constant, insurance stands as a beacon of
trust, continuity, and community. It’s a world where
promises are kept, where the unexpected is prepared for,
and where the collective strength of a community is
harnessed to protect against life’s uncertainties.
In this world where trust, continuity, and community are
paramount, Brian Lillis stands as a living testament to a
legacy that spans generations. As the Chief Operating
Officer of Ryan Specialty Underwriting Managers
(RSUM), a division of Ryan Specialty, his journey is
intertwined with the enduring history of Lillis Insurance
Agency, a family institution in Williamsburg, Iowa.
Lillis Insurance Agency’s story is one of deep roots and
enduring presence in the heart of Williamsburg, Iowa. It
was founded by Brian’s grandfather in 1937, setting in
motion a legacy that has thrived for nearly a century. From
his grandfather’s founding vision to his grandmother’s
stewardship and other family members who continue to
carry its legacy forward as a a beacon of trust and reliability
within the community.
Brian’s journey into the world of insurance was greatly
influenced by his father who joined Principal Financial as
an actuarial student, following in his father’s footsteps and
embracing the family tradition. Over the years, his
dedication and expertise led him to hold various senior
positions, specializing in actuarial work, risk management,
and product pricing. His journey culminated in the
esteemed role of Chief Financial Officer, a position he held
with distinction for a decade before retiring.
Brian’s father was more than a professional mentor; he was
a role model who shaped Brian’s values and principles from
a young age. Brian’s life journey reflects the enduring
influence of his father’s guidance, wisdom, and
commitment to excellence.
Join us as we explore his unwavering dedication to service,
his family’s enduring legacy, and his pivotal role in the
ever-evolving world of insurance!
Building a Culture of Excellence
Brian says Ryan Specialty’s success story since inception is
about the culture that Pat Ryan and Tim Turner created by
Brian emphasizes the
importance of self-
development for
aspiring leaders. He
believes that
organizations
should invest in
developing their staff
and future leaders,
but individuals
should not rely
solely on the
organization for
their development
and career growth.
,
,
,,

various roles and responsibilities, driven by his ability to
tackle strategic, financial, operational, and data-related
challenges. Whenever he is presented with a task aimed at
benefiting the company, his response is consistently
confident: “Yes, I can do that.” Working within a flat
organizational structure, especially during the
organization’s growth phase, provided Brian with
opportunities to contribute to all facets of the business. This
exposure and his unwavering commitment to RSUM has
played a pivotal role in propelling his career faster than he
initially anticipated.
Today, as the Chief Operating Officer (COO), Brian still
acknowledges the fundamental importance of his initial role
as the FP&A Manager. He continues to carry out
responsibilities associated with that position, fully aware of
the profound impact it has on the organization. Brian has
instilled this mindset in his current team, emphasizing that
every aspect of their job prepares them for future
opportunities and personal growth.
Lessons from Challenges and Successes
During Brian’s impressive decade-long journey at Ryan
Specialty, he has witnessed the company’s ascent to a
prominent position as a market leader in the insurance
industry. This tenure has provided him with invaluable
insights and knowledge that can only be acquired through
firsthand experiences. While there have been numerous
triumphant ventures, what Brian truly treasures are the
lessons extracted from the challenges that didn’t yield
immediate results.
Faced with these obstacles, Brian and his team engaged in
consistent brainstorming sessions, endeavoring to conceive
innovative solutions to tackle complex problems. These
experiences significantly deepened their expertise in the
realm of insurance and fortified their capabilities.
However, among the myriad experiences, the most pivotal
in terms of operations, technology, and finance was the
successful acquisitions of Managing General Underwriters
(MGUs) that became part of the RSUM family. These
endeavors encompassed multifaceted aspects, including the
negotiation process, understanding the mutual commitments
from both parties, embracing the success of the MGUs,
integrating the acquisition into the existing framework, and
more. Remarkably, these were accomplished without
disrupting the growth trajectory of either entity allowing
MGU to maintain and enhance their competitive advantage.
surrounding themselves with talented, like-minded,
hardworking, and extremely driven individuals. The
competitive environment compels the employees to bring it
every day to win.
From FP&A Manager to COO
When Brian initially joined Ryan Specialty Underwriting
Managers in 2013, he stepped into the role of Manager of
Financial Planning and Analysis (FP&A), a position that
was newly established. His primary responsibility was to
build and develop the FP&A function across the RSUM
platform. This task was no small feat, as it required creating
an essential analytical and data-driven component within
the company.
Brian was fortunate to work under the leadership of Miles
Wuller, President and CEO of RSUM, and others within
Ryan Specialty, where executives highly value analytical
thinking and data-driven approaches. This unique
environment meant that Brian’s role within RSUM was
more expansive and challenging compared to his previous
positions in other organizations.
Throughout his career at RSUM, Brian has embraced

Simultaneously, the acquisitions achieved synergies and
upheld a steadfast commitment to the long-term strategy
and continue to improve their return on investment.
Ongoing Commitment to Data & Analytics
From its very inception, Ryan Specialty has been
steadfastly dedicated to Data & Analytics. This unwavering
commitment has driven the company to continually refine
its data strategy, recognizing the immense potential it holds
not only for its own operations but also for the benefit of its
clients.
The utilization of data has already proven to be a
formidable asset for the firm, yielding notable positive
outcomes. However, the journey is far from over. The
organization remains acutely aware of the vast reservoir of
data available, and it acknowledges the substantial room for
growth and enhancement and appropriately staffing to
harness this.
Collaborative Culture and Ongoing Talent Search
Ryan Specialty thrives on teamwork and a flat
organizational structure that encourages open
communication. This setup allows for the quick
consideration of ideas, fostering discussions and debates
across the organization. When consensus is reached, ideas
can be put into action promptly, promoting the real-time
exchange of information and innovative concepts
throughout the company.
These ideas come from the strategic thought leadership of
the MGUs CEOs and executive leadership, who engage
daily with the market, brokers, competitors, and key Ryan
Specialty figures. They play a vital role in driving
innovation.
To stay competitive, RSUM is always on the lookout for
talented individuals in various roles to enhance their value
chain. They consistently conduct interviews to attract top
talent, most recently during the uncertain times in the
insurtech industry. This infusion of talent adds a dynamic
dimension to their core IT teams, incorporating valuable
lessons from the past and capitalizing on insurtech
experience to ensure future success.
Strategic Planning and Commitment
Over the past year and a half, Ryan Specialty has been
diligently managing its operations while simultaneously
pursuing ambitious objectives.
Aspiring leaders
must take the
initiative and be
accountable for
continuously
improving
themselves,
learning from
mistakes, failures,
and successes,
with the aim of
increasing their
value to the
organization.
,
,
,,

During this time, the firm has developed a comprehensive
IT roadmap, refined its operating model, and elevated its
data strategy, all in preparation for the future.
Understanding that change is a constant in their industry,
Ryan Specialty has dedicated substantial efforts to ensure
they are well-prepared for whatever challenges may come
their way.
This forward-thinking approach has sometimes required
difficult decisions, including the prioritization of larger
strategic initiatives over smaller isolated advancements.
Looking ahead, their primary focus is on fulfilling
commitments made to the MGUs executive leadership.
These MGUs have faced and continue to confront
significant challenges, and Ryan Specialty is committed to
providing unwavering support throughout their journey.
Moreover, the firm places great importance on
demonstrating a substantial return on its investments,
generating profits on behalf of its carrier partners and will
take responsibility for validating this through various
commitments. While progress is assessed quarterly it’s
essential to recognize that the level of investment in these
initiatives is truly remarkable. Ryan Specialty’s dedication
to strategic planning and commitment to its goals shape a
promising path forward.
Cultivating Future Leaders
While advising aspiring entrepreneurs, Brian emphasizes
the importance of self-development for aspiring leaders. He
believes that organizations should invest in developing their
staff and future leaders, but individuals should not rely
solely on the organization for their development and career
growth. Aspiring leaders must take the initiative and be
accountable for continuously improving themselves,
learning from mistakes, failures, and successes, with the
aim of increasing their value to the organization.
Understanding and embracing the organization’s culture,
which is often shaped by the executives leading the
strategy, is crucial for aspiring leaders and if not aligned
there are other opportunities elsewhere, where they may
thrive.
In his experience with RSUM over the past five years,
Brian has observed that hiring talented individuals alone is
not sufficient. A motivated work ethic, a drive for constant
improvement, a competitive nature, and an entrepreneurial
spirit are also necessary for success at the company.
2023
MGA Platform
of the Year
At the
Insurer’s Program
Manager Awards

December, 2023 www.insightssuccess.com
14

A Visionary Journey of Cost Optimization, Customer-
Centricity, and Transformative Leadership!
In the ever-evolving landscape of modern life, the keys
to success have transformed. Today, it is not only
expertise and experience that drive progress, but
innovation and forward-thinking leadership have emerged
as the catalysts for unlocking unparalleled achievements.
The world we inhabit is dynamic and fast-paced,
demanding adaptability and creative solutions to navigate
its complexities. As traditional norms give way to
disruptive advancements, organizations and individuals
alike must embrace innovation to stay ahead of the curve.
Amidst the winds of change, one individual stands out as an
exemplar of forward-thinking adaptation—Charles
Hughes, the esteemed COO of High Wire Networks.
His journey to the realm of operations and leadership began
with a career in the U.S. Army. As a First Sergeant, his
passion for service delivery and field operations resonated
deeply with the sense of purpose he had felt during his
military days. Eager to carry forward this dedication to
excellence, Charles transitioned to the corporate world,
where he found a new battlefield to conquer - the world of
telecommunications.
Joining Williams Communications Group as a field service
supervisor, Charles found himself on familiar ground -
leading teams to develop and execute missions, just as he
had done in the Army. Solving problems in delivery, turning
around underperforming teams, and charting new directions
with innovative strategies became his method of procedure.
The challenges were immense, but Charles embraced them
with unyielding determination. Regardless of the hurdles he
faced, he found excitement and joy in the journey, reveling
in the process of delivering results and surpassing
expectations.
As Charles rose through the ranks, his leadership style
evolved, reflecting the lessons he learned from his military
and corporate experiences. Not content with merely
managing delivery, he took it upon himself to lead and
mentor his teams in all aspects of their roles, including
training, quality, and performance management. Under his
guidance, teams found inspiration to grow and excel,
unlocking their true potential and achieving unprecedented
success.
Let us unravel the remarkable story of a leader who thrives
on turning challenges into triumphs!
Could you please tell us about your company and its
inception story?
High Wire Networks offers a diverse array of IT/Telecom
managed and professional services alongside a robust
managed cybersecurity services proposition. Our capability
spans from comprehensive turnkey solutions to providing
partial services that complement our partners’ existing
offerings. We excel in data center hardware installation,
managed data center services, managed NOC, and
managed SOC with our 100% onshore security analysts.
Additionally, we specialize in network infrastructure
support, wireless networks, structured cabling, solutions
engineering, and project management. Our customers can
avail of our services for ad hoc projects, lifecycle programs,
managed services, or break-fix maintenance support.
What sets us apart and brings real value to our partners is
not just the WHAT of our services but rather the HOW. Our
website proudly declares that “We take the complexity out
of service,” and we achieve this by ensuring an easy-to-
engage process, providing tiered subject matter expertise,
and delivering effective, cost-efficient solutions. Our
approach is consultative, seeking to fully comprehend the
desired outcome and offering quality alternatives that
enhance the overall customer experience.
Recently, High Wire Networks unveiled Overwatch
CyberLab, an incubator aimed at building a security module
within the browser to safeguard users at the edge of
networks, wherever the hybrid workforce is located. This
innovative module offers protection to the universal
enterprise browser, which represents the largest targeted
attack surface. This novel approach is poised to disrupt the
Secure Access Service Edge (SASE) domain, introduce a
new dimension to Identity and Access Management (IAM),
and revolutionize enterprise security practices.
Can you tell us about your role as a COO in the tech
industry and the specific challenges you face in this
position, and what strategies have you implemented to
drive growth and success within your organization?
I get the opportunity to meet with many customers, whether
it is for business development, a strategic project kickoff,
or an introduction of a new service offering. During
introductions, I always describe my role as doing whatever
the team needs me to do to ensure their success. In military
vernacular, that means I am responsible for beans, billets,
and bullets. Beans- not just sustenance, but the necessary
support and services to operate healthily and effectively.
The Most Influential COOs to Watch In 2023
15

Billets- a clean, healthy workplace environment they are
comfortable and feel supported. Bullets- the tools to get
thejob done, whether that be systems, processes, policies, or
equipment.
The challenges for a COO are on multiple fronts. I started
with High Wire Networks in January 2020, right before the
pandemic. The first challenge was to develop a strategy to
survive the impacts of the pandemic while at the same time
coming out stronger and able to take advantage of growth
opportunities on the other side. We were faced with the
needs of customers for lower prices and the labor market
expecting higher wages. Logistics were more complicated
than ever, and the traditional annual business cycles were
now unpredictable.
Our strategy focused on clear alignment and
communication from top to bottom. We restructured our
business development and delivery teams to support a new
way of engaging our customers. We worked with our
customers to become engaged earlier in developing
solutions to increase our value-add and drive efficiency. We
developed new pricing strategies to help close better-quality
opportunities and improve financial performance.
Internally we increased our review of team composition, or
what is known as Right Person, Right Seat. It allows
everyone the opportunity to develop individually while
providing the best possible value to the company and our
customers. We overlayed this with very strong collaboration
with our finance team to ensure we also drove the proper
business outcomes.
Can you share an example of a significant project or
initiative that you led, highlighting the impact it had on
your company’s success?
More of a strategy, but over the past two years, we have
been working on processes and procedures around our
project implementation services. We work closely with our
partner to develop a delivery model that focuses on iterative
large-scale deployments with our partner and the end
customer. Our solution addresses the near-term objectives
of the immediate project but also establishes the basis for
the ongoing lifecycle management of the end customer.
This allows us to drive efficiency with the partner and
customer, better manage our fixed costs without burdening
the customer and increase the average deal size. Under this
strategy, we are also able to create a managed services
delivery model to provide predictable, steady support costs
for the customer compared to the peaks and valleys of
typical implementation work. The end customer can then
better utilize CAPex or OPex, depending on their financial
strategy.
As a leader, how do you prioritize and delegate tasks to
ensure effective resource allocation and maximize
productivity, and how do you approach talent
acquisition and development to build a high-performing
team?
Prioritization is based on contribution to the strategic plan
versus the tactical plan. We all must deal with the day-to-
day needs of the business and the inevitable emergencies
that come up. We still need to focus on the long-term
strategic priorities as well. I always try to align those
priorities and requirements with people who have
responsibility and accountability for the outcomes based on
their roles. But as leaders, we are also teachers, so I like to
provide opportunities to stretch their limits to help with
their development. The key is to provide the right amount
of mentoring and direction. For talent acquisition, I don’t
just focus on their qualifications for the current role; I look
for potential and, even more importantly, assess if they are a
good cultural fit for the team they are joining. Having the
right chemistry among team members is key.
What advice would you give to aspiring COOs in the
tech industry who want to make a meaningful impact in
their organizations?
Understand who you are as a leader and how you became
that leader. You will be faced with many challenges-
personnel, business development, financial, and customer
delivery. Be consistent in how you respond in those
situations. You must continue to grow and develop, but your
core beliefs and values are what will build trust and
confidence in the organization. Strive to be a servant leader;
when the team understands your primary role is to support
them and make them successful, they will accomplish great
things.
Please give us a few testimonials from your clients and
awards or recognition that accurately highlight your
achievements in the corporate niche.
Several years ago, I won the Worldwide Business Research
Field Service Award for Innovation. I am a sought-after
guest speaker at Service Industry forums and have also
written blogs for CompTIA.
16

Empowering Teams and Driving Innovation!
Education is the key to everything; without it, you
are incomplete. It gives you a deep understanding
of life science, technological innovation, and
effective management. Being at the forefront of
technological innovation, a leader fosters a culture of
innovation within the organization. As a Chief Operating
Officer of THREAD, Kim McLean Boericke is one such
leader who is focused on advancing research for everyone,
everywhere.
She is driving innovation, fostering a patient-centric
approach, and streamlining operations to revolutionize the
world of clinical trials. Kim’s journey is a testament to the
qualities and skills that define a successful COO in the tech
industry—operational acumen, strategic leadership,
innovation, and a strong commitment to empowering teams
and driving positive change.
To learn more about her journey, we at Insights Success
interviewed Kim to learn about her wide range of
capabilities and the configurable platform.
Below are the highlights of the interview:
Could you please brief us about yourself and what
motivated you to embark on this sector?
I started as a Project Manager in clinical research in 1996 at
a small company called ClinTrials. Most of my career has
been spent learning and growing my expertise in managing
clinical trials and later managing and leading operations in
organizations conducting clinical research. Over the years, I
saw how clinical trials affected patients and sites as the
burden to participate increased as the trials became more
complicated. I joined THREAD because their focus was on
advancing research for everyone, everywhere. A clear focus
on the patient and decreasing their burden—and a clear
focus on increasing diversity and enabling more inclusive
research.
Could you please tell us about your company and its
inception story?
In 2015, a small team of technologists, entrepreneurs, and
clinical research veterans got together with a vision for
transforming an industry. We looked out at a world that had
rapidly evolved to shop for groceries, access medical care,
manage money, and even find love from their smart devices
anywhere in the world. In contrast to this was a clinical
research industry largely living in the last century where
everything was onsite and often recorded on paper records.
This was not only inefficient from a time and money
perspective, but we also saw it as out-of-touch with how
people (and ultimately patients) interact with other people
and technologies in their everyday lives. Long before a
pandemic impacted our industry, we believed change was
needed.
THREAD has grown a long way since those early days. We
built the world’s leading configurable research platform that
enables data collection for everyone, everywhere.
Partnering with top pharma and CROs (Clinical Research
Organizations), we have delivered over 215 clinical trials in
over 60 countries leveraging a wide range of capabilities,
including eConsent, Telehealth, eCOA, eSource site data
capture, notifications, and integration of medical devices
and sensors, all wrapped in a secure, compliant, and
configurable platform.
For us, ‘patient-first’ is more than just a saying. That is why,
in 2021, we acquired inVibe as an AI-driven next-
generation patient-listening technology to bring actual
patient voices into how we design and execute clinical
trials. To ground ourselves in the science of these data-
driven practices, we also acquired Modus Outcomes to
collaborate with our team, leveraging the clinical outcomes
20

21

researchers, who have produced more than 150 peer-
reviewed publications with thousands of citations in the
last seven years. THREAD combines these three pillars of
scientific innovation, patient voice, and a configurable
omni-channel global research platform to provide unique
fit-for-purpose solutions.
Can you tell us about your role as a COO in the tech
industry, the specific challenges you face in this position,
and what strategies you have implemented to drive
growth and success within your organization?
As COO, I am focused on our clients and the successful
delivery of our services and our platform that enables their
research. I am focused on improving our delivery model to
become more efficient - enabling THREAD to grow faster
without taking on more cost, allowing us to become a
fiscally strong organization. I am also focused on our team
and providing them an opportunity to grow and develop
their careers.
How do you stay up to date with the latest technological
advancements and trends, and how does this knowledge
inform your decision-making process?
Industry journals, website reviews, and networking across
the industry are a few ways I can stay current with
technology advancements and trends. The information,
once analyzed, provides data and insights that support my
decision-making process. Discussions and collaboration
with my peers also support my decisions.
As a COO, how do you collaborate with other C-suite
executives to align organizational goals and ensure
smooth operations?
Our C-suite is very connected. We have regular staff
meetings and quarterly in-person meetings to focus on the
organization, goal attainment, and strategic positioning.
Regular one-to-one meetings provide an avenue for deeper
discussions and collaboration on specific topics. We also
have regular task forces focused on key initiatives.
Can you share an example of a significant project or
initiative that you led, highlighting the impact it had on
your company’s success?
Over the last year, the services team has been working on
their workflow and handoffs to improve our cycle time from
kick-off meetings to study launch. We have been able to
decrease our cycle time by 35%. The impact is less cost and
a faster start-up for our client’s clinical trials. Improving
client satisfaction and repeat business. We can do faster,
which has a positive impact on our revenues.
In your opinion, what are the key qualities and skills
that make an effective COO in the tech industry?
22

I believe an effective COO must be a strong operator who
understands how the tech is used in the field. There is a
balance between understanding how the tech works and
how it is used. The COO must also understand their teams’
strengths and leverage their strengths by ensuring the
leaders are in the right roles and then supporting their
leadership.
How do you foster innovation and a culture of
continuous improvement within your organization?
I foster innovation and a culture of continuous improvement
by supporting my leaders and providing time. Our
leadership team spends time discussing the industry and
new trends and working through what that could mean for
the organization. The leaders work with their teams and get
feedback on how we can be more effective and efficient.
These ideas and concepts are then used to develop new
workflows, new features, or enhancements.
As a leader, how do you prioritize and delegate tasks to
ensure effective resource allocation and maximize
productivity, and how do you approach talent
acquisition and development to build a high-performing
team?
I started my career as a Project Manager. So planning,
prioritizing, and delegation have been key skills that I have
developed and honed over the years. As a Project Manager,
you need to effectively leverage your SMEs and team
members to achieve the goals and objectives for each of
the projects. I use these skills every day to keep the
organization moving forward efficiently and effectively. I
believe the development and promotion of talent should be
focused first internally. It is important to give talent an
opportunity to take the lead and make the decisions with
support.
What advice would you give to aspiring COOs in the
tech industry who want to make a meaningful impact in
their organizations?
There are a couple of suggestions I would give to aspiring
COOs. The first is to understand the product and how it
works, but more importantly, to have a full understanding
of how it is used by the stakeholders. Take time to
understand your leaders and how they operate. Ensure they
have the mentorship, autonomy to make decisions, and the
oversight to be successful. Work closely with finance to
understand the revenue and cost of services for the
business. Take time to understand the full picture before
you decide to make changes.
Please give us a few testimonials from your clients and
awards or recognition that accurately highlight your
achievements in the corporate niche.
Due to client confidentiality, I cannot provide testimonials.
But I have received some awards over the years:
Ÿ 2021 Female Executive of the Year, Bronze Winner,
2021 Stevie Awards for Women
Ÿ 2016 ICON Leadership Award, The ‘Builder’Award
Ÿ 2012 PharmaVoice 100, Top Mentors
Ÿ 2008 Ingenix Customer Service Award, i3 Research,
Cary, USA
Please feel free to add any other additional details that
we might have missed out on or that you want to
highlight in the article.
I believe as an executive in technology, it is important to
give back to the community and support the development of
the next generation of researchers and scientists (STEM
projects). I am a part of Junior Achievement of Eastern
North Carolina. As part of Junior Achievement, I have been
working with Enloe Magnet High School and supporting
their after-school program. I also organized the judging of
the Sylvan Elementary School Science Fair. Sylvan is a
Title One school in Alamance County, NC.
I am also a mentor at work and across my network. I am an
active supporter and have been involved with setting up
DEI programs.

24

Exploring the Impact
of COOson
Corporate
Sue In the intricate and dynamic world of corporate governance,
Chief Operating Officers (COOs) often play a pivotal role that
goes unnoticed by the broader public. While CEOs bask in the
limelight and receive accolades for steering the company, COOs
function as the unsung heroes behind the scenes, driving operational
excellence, strategic implementation, and overall organizational
efficiency.
In this article, we delve into the critical role of COOs and how their
contributions significantly influence corporate success:
Defining the COO Role
The COO is a C-suite executive responsible for the day-to-day
operations of a company. This role has evolved over time, adapting
to the changing landscape of business. Traditionally, the COO was
seen as a second-in-command, overseeing routine operations to free
up the CEO for strategic planning. However, the modern COO is
more than just an operational manager; they are strategic partners to
the CEO, contributing to decision-making at the highest level.
Operational Excellence: The COO's Playground
One of the primary responsibilities of a COO is to ensure
operational excellence within the organization. This involves
streamlining processes, optimizing resource allocation,
and enhancing overall efficiency. From supply chain
management to production processes, the COO's
keen eye for detail helps eliminate
bottlenecks and enhances the company's
ability to deliver products or services
in a timely and cost-effective
manner.
25
The Unseen Heroes

Consider a manufacturing company where timely
production is crucial. The COO, in collaboration with other
departments, would design and implement efficient
workflows, minimize waste, and ensure that production
schedules are met. This operational prowess contributes
directly to the bottom line by reducing costs and enhancing
productivity.
Strategic Implementation: Turning Vision into Reality
While CEOs are often the visionaries who set the course for
a company, it is the COO who transforms these visions into
tangible results. The COO works closely with the CEO and
other executives to translate strategic plans into actionable
initiatives. Their role involves aligning resources, setting
key performance indicators (KPIs), and ensuring that every
department is moving in sync to achieve the company's
goals.
For instance, if a technology company aims to expand its
market share through the introduction of new products, the
COO would be instrumental in coordinating the research
and development teams, production, marketing, and sales to
ensure a seamless launch. Their ability to bridge the gap
between strategy and execution is a critical factor in a
company's ability to adapt to market changes and stay
ahead of the competition.
Risk Management: Navigating Choppy Waters
In an era marked by uncertainty and rapid change, effective
risk management is crucial for corporate success. COOs are
often tasked with identifying potential risks, developing
mitigation strategies, and ensuring the company's resilience
in the face of challenges. This involves staying abreast of
regulatory changes, market trends, and geopolitical shifts
that could impact the business.
Consider a financial institution where compliance with
regulatory requirements is paramount. The COO would be
responsible for implementing and monitoring compliance
frameworks, minimizing the risk of legal and financial
repercussions. By anticipating and addressing potential
risks, the COO plays a pivotal role in safeguarding the
company's reputation and financial stability.
Cross-Functional Collaboration: Building Synergy
In the modern corporate landscape, success is rarely
achieved in silos. COOs are instrumental in fostering
collaboration and synergy across different departments.
Their ability to break down organizational barriers and
facilitate communication between teams is essential for
maximizing the collective potential of the workforce.
Imagine a global corporation with operations in various
regions. The COO would be tasked with aligning the efforts
of diverse teams, ensuring that everyone is working towards
common objectives. This collaborative approach not only
enhances efficiency but also encourages innovation as ideas
and perspectives from different corners of the organization
converge.
The Unseen Heroes: Recognition and Challenges
Despite their indispensable role, COOs often operate behind
the scenes, receiving less public recognition compared to
their CEO counterparts. This lack of visibility can be both a
strength and a challenge. On one hand, it allows COOs to
focus on their operational and strategic responsibilities
without being distracted by external pressures. On the other
hand, it may hinder their ability to effectively communicate
their value to stakeholders, both internal and external.
Another challenge faced by COOs is the diversity of their
responsibilities. Balancing operational excellence, strategic
implementation, risk management, and cross-functional
collaboration requires a unique skill set. COOs must be
versatile leaders capable of navigating the complexities of
the corporate landscape. Additionally, they must strike a
delicate balance between supporting the CEO and
challenging their decisions when necessary.
Recognizing and Celebrating COO Contributions
In conclusion, while CEOs often take the spotlight, it is
crucial to recognize and celebrate the contributions of
COOs as the unseen heroes of corporate success. Their
multifaceted role in driving operational excellence,
implementing strategic initiatives, managing risks, and
fostering collaboration is instrumental in achieving long-
term sustainability and growth.
Companies that appreciate the value of their COOs are
better positioned to navigate the challenges of a rapidly
evolving business environment. As businesses continue to
face unprecedented levels of complexity, the role of the
COO is likely to become even more critical. It is time for
organizations to shine a spotlight on these unsung heroes
and acknowledge the pivotal role they play in shaping the
destiny of their companies.
26

rteh, an anagram for the name of our planet Earth,
Ais a social enterprise and a climate tech startup
committed to supporting small and medium-sized
businesses’ transitions to a net-zero future.
We support business transitions through our Arteh Platform
– a digital tool that provides carbon accounting, calculation
of science-based targets, automated Metrics and Targets
Reports, and analysis of decarbonization strategies to
achieve net zero targets. The Arteh Platform is simple to
use, objective, accurate, and cost-effective for small and
medium-sized businesses. It is also a risk reduction tool for
larger businesses when evaluating their supply chain.
Our commitment to social and environmental sustainability
resides in the support of indigenous-led environmental
projects in Australia and in the Amazon rainforest. Part of
our profit is directed to fund such projects.
Arteh was founded in Brisbane, QLD, Australia, at the end
of May 2021. The seed idea originated while Dr. Natalie
Hurtado, Arteh’s founder and CEO, worked for the
Brazilian government and represented the country in
several forums of the International Association of Insurance
Supervisors (IAIS), which is part of the Bank for
International Settlements (BIS) alongside other
supranational regulatory bodies. During that time, Natalie
witnessed the creation of the Paris Agreement in 2015 and
reviewed the draft of the Task Force on Climate-related
Financial Disclosures (TCFD) recommendations in 2016.
Natalie realized that corporations worldwide would be
sooner or later impacted by climate regulations that should
be harmonized across the globe to align businesses’ efforts
to the Paris Agreement ambitions. She envisioned that
many companies would not have the capabilities or
Arteh
Empowering Sustainable Business Transitions
with Innovative Climate Solutions
resources to address these requirements, which became
evident to her after the huge accident that happened in
Brazil in 2015 involving Samarco, Vale, and BHP,
devastating the Doce River basin and impacting several
communities and Indigenous peoples that lived by and for
the river.
Protecting carbon sinks, such as forests, rivers, oceans, and
their main guardians – the Indigenous peoples that live in
these territories, became imperative in her mind. Businesses
st
in the 21 century can no longer undertake their operations
without considering their impact on the environment if they
want to survive and thrive.
Natalie came to Australia with her husband and daughter at
the end of 2018 with a business idea in mind. She enrolled
in the Master of Entrepreneurship and Innovation, focusing
on Climate Change, Sustainability, and Community
Development, at the University of Queensland (UQ). There,
in 2019, she met her co-founder, Dr. Saphira Rekker.
Saphira is a senior lecturer at UQ and one of the leaders
in the research on climate science-based benchmark
methodologies for corporations. Saphira is a member of
the Science-Based Targets Initiative (SBTi) scientific
committee and has several papers published in peer-
reviewed journals.
Saphira and Natalie started working together on their
business idea in June 2019, when they participated in the
Global Business Challenge, performing the runner-up
position after beating over 600 teams from 62 countries.
Thanks to this first startup challenge, Arteh received its
initial funding of AUS$15,000.
28

After Natalie finished her Master’s in Entrepreneurship,
Arteh was selected to the UQ Ventures Acceleration
Program, which was game-changing for Arteh. Through the
program, founders had the opportunity to find their board
advisors and run the first pilot of their prototype platform.
After that, Arteh received several recognitions and awards,
such as the title of impact startup on the Sustainable
Development Goals (SDGs) 9 (Industry Innovation and
Infrastructure), 11 (Sustainable Cities and Communities),
and 13 (Climate Action) by the Innovation LATAM Hub in
2021, one of the 30 Australian hottest startups in the mining
sector by the CORE Innovation Hub in 2022, and was one
of the Australian climate tech startups selected by the Low
Carbon Accelerator Program, backed by the Queensland
government, in 2023.
Arteh empowers small and medium-sized Australian
businesses to drive towards a net zero future through our
powerful SaaS platform. With just a click of a button, Arteh
supports companies aligning their climate ambitions with
international carbon accounting standards, Australian
carbon factors, and science-based target methodologies to
turn raw data into valuable insights and action.
The Arteh Platform provides automated climate-related
reports that help businesses make informed decisions about
their decarbonization strategies and meet standardized
regulatory requirements. By leveraging Arteh, businesses
can effortlessly demonstrate their commitment to climate
action while driving positive environmental impact.
Arteh’s carbon reporting package includes:
Carbon accounting footprint calculation for Scope 1, Scope
2 (location-based), and some categories of Scope 3
emissions. Other Scope 3 categories, as well as the Scope 2
market-based approach, are under development.
Science-based targets set up for a 1.5oC global warming
scenario by 2030 for a specific baseline. Methodologies
follow the Science-Based Target Initiative (SBTi) criteria,
being updated as SBTi evolves.
Simulation of decarbonization strategies until 2030 and
Marginal Abatement Cost Curve (MACC) analysis.
Report automatically generated to comply with Targets &
Metrics core element of the Taskforce on Climate-related
Financial Disclosure (TCFD) framework.
Arteh wants to democratize climate action to businesses
that don’t have the same resources as large corporations do
because everyone has a responsibility in the climate fight
humanity needs to face. Due to this, being accurate,
objective, time-cost effective, and user-friendly are key
drivers for the Arteh Platform development.
Arteh’s purpose is to accelerate transitions towards a net-
zero future, with the mission to equip businesses to achieve
meaningful and science-based emission reduction targets by
making the Arteh Platform accessible and educational.
Dr. Natalie Hurtado
CEO and Co-Founder
Arteh
29

Strategies and Insights
from Influential
Chief Operating
Officers
In the ever-evolving landscape of corporate leadership,
Chief Operating Officers (COOs) stand as linchpins,
driving operational excellence and strategic initiatives
to propel organizations forward. Unseen by the public eye,
these influential figures wield considerable influence within
boardrooms, steering companies through complex
challenges. Further, we unveil the strategies and insights
from some of the most influential COOs, shedding light on
the often understated yet critical role they play in shaping
the success of their organizations.
Balancing Act: Operational Excellence and Innovation
Successful COOs recognize the delicate balance between
maintaining operational efficiency and fostering innovation.
Tim Cook, Apple’s COO turned CEO, is a prime example
of a leader who mastered this equilibrium. During his
tenure as COO, Cook streamlined Apple’s supply chain,
ensuring products were delivered with unparalleled
efficiency. Simultaneously, he championed innovation,
driving the development and launch of groundbreaking
products like the iPhone.
COOs need to create an environment where day-to-day
operations run seamlessly while leaving room for
experimentation and creative problem-solving. This delicate
dance between stability and innovation is crucial for
companies aiming to stay ahead in dynamic industries.
Strategic Implementation: From Vision to Action
Strategic implementation is at the core of a COO’s
responsibilities. Sheryl Sandberg, Facebook’s former COO,
is renowned for her role in executing the company’s
strategic vision. Sandberg played a pivotal part in
transforming Facebook from a social networking platform
into a global advertising giant. Her emphasis on measurable
goals and execution excellence underscored the importance
of turning strategic aspirations into tangible results.
COOs must not only understand the strategic objectives set
by the CEO and the board but also possess the acumen to
translate these into actionable plans. The ability to align the
workforce, allocate resources effectively, and monitor
progress is essential for successful strategic
implementation.
Risk Management and Resilience: The COO’s Shield
The business landscape is fraught with uncertainties, and
COOs serve as shields that protect organizations from
potential risks. Indra Nooyi, former COO and CEO of
PepsiCo is celebrated for her adept handling of risks in the
food and beverage industry. She navigated challenges such
as changing consumer preferences and health concerns,
steering PepsiCo towards healthier product offerings and
diversification.
COOs must be proactive in identifying potential risks,
developing mitigation strategies, and ensuring
organizational resilience. This involves staying abreast of
industry trends, regulatory changes, and geopolitical shifts
that may impact the business. By integrating risk
management into their operational strategies, COOs
contribute significantly to the long-term sustainability
of their organizations.
30

COOs Unveiled
31

Cross-Functional Collaboration: Building Bridges for
Success
COOs operate at the intersection of various organizational
functions, making cross-functional collaboration a key
aspect of their role. Tim Armstrong, former COO of
Google, was instrumental in fostering collaboration
between Google’s sales, marketing, and product teams. His
ability to break down silos and create synergy among
diverse functions contributed to Google’s dominance in the
digital advertising space.
The success of modern organizations relies heavily on the
ability of different departments to work cohesively towards
shared objectives. COOs must be adept at building bridges
between departments, ensuring effective communication,
and promoting a culture of collaboration. By doing so, they
create an environment where diverse perspectives converge,
fostering innovation and driving the company forward.
Leveraging Technology for Efficiency
In an era where technology is a driving force in business
transformation, COOs must leverage technological
advancements to enhance operational efficiency. Sundar
Pichai, Google’s former COO and current CEO of Alphabet
Inc., played a key role in Google’s expansion into new
markets and product offerings. His emphasis on technology
as an enabler of operational efficiency paved the way for
Google’s growth beyond its search engine roots.
COOs need to stay abreast of emerging technologies and
assess how they can be integrated into existing operations.
Whether it’s implementing automation to streamline
processes or adopting data analytics for informed decision-
making, technology is a powerful tool that COOs can wield
to drive efficiency and competitiveness.
Communication and Leadership Style: Inspiring Action
Communication is a cornerstone of effective leadership, and
COOs must excel in conveying the company’s vision,
values, and objectives. Cheryl Bachelder, former COO of
Popeyes Louisiana Kitchen, is renowned for her
transformational leadership style. Through clear and
inspiring communication, she rallied the company around a
shared vision, leading to a remarkable turnaround in
Popeyes’ performance.
COOs must communicate not only with the executive team
but also with employees at all levels of the organization.
Transparency, authenticity, and the ability to inspire action
are key elements of a successful COO’s communication
strategy. By fostering a shared understanding of the
company’s goals, COOs create a sense of purpose that
drives collective effort.
Talent Development and Succession Planning
Building a strong and capable team is a priority for
influential COOs. Gwynne Shotwell, President and COO of
SpaceX played a crucial role in building a team capable of
achieving ambitious goals in the aerospace industry. Her
emphasis on talent development and succession planning
ensured that SpaceX had the leadership bench strength
necessary for sustained success.
COOs must invest in identifying and nurturing talent within
the organization. Succession planning is not only about
filling leadership gaps but also about cultivating a culture of
continuous learning and development. By doing so, COOs
contribute to the long-term sustainability of their
organizations by ensuring a pipeline of capable leaders.
The Power and Impact of COOs
In conclusion, Chief Operating Officers wield significant
power and impact within organizations, driving operational
excellence, strategic implementation, and overall success.
The strategies and insights from influential COOs
highlighted in this article underscore the multifaceted
nature of their roles. From balancing operational efficiency
and innovation to navigating risks and fostering cross-
functional collaboration, COOs play a pivotal role in
shaping the destiny of their organizations.
32

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