In today’s rapidly evolving technology landscape, the Chief Operating Officer (COO) plays a critical role in balancing operational scale, innovation, and inclusion. The modern COO is no longer just a custodian of efficiency but a strategic leader responsible for fostering innovation while ensuring business stability. A human-centered approach is essential—one that prioritizes people while leveraging technology to drive sustainable growth.
The Evolution of the Human-Centered COO
Traditionally, COOs focused on operational execution, optimizing processes, and driving cost efficiencies. However, in high-growth technology companies, particularly in software and AI, the role has expanded significantly. Today’s COO must navigate rapid expansion, integrate global operations, and enable product innovation while building an inclusive culture.
Lila Ibrahim, COO of DeepMind, exemplifies this shift. She has played a key role in scaling DeepMind’s AI research, ensuring ethical considerations remain central to its innovation strategy. Her leadership highlights the modern COO’s role in balancing cutting-edge technology with responsible, sustainable growth.
In my experience, strategy execution is most successful when it is built on a human-centered foundation. Whether preparing a company for an IPO, leading post-acquisition integrations, or scaling operations, the ability to blend operational efficiency with a people-first mindset has consistently proven essential.
Balancing Innovation and Operational Scale
Innovation fuels growth in tech, but scaling it sustainably requires structured operations. The challenge lies in maintaining agility while establishing processes that support long-term expansion. At SecurityScorecard, where I led global program management, product operations, and customer intelligence, we developed an operational rhythm that enabled rapid product launches without sacrificing customer satisfaction.
Balancing innovation and operational scale requires:
- Operational Rigor with Flexibility – Establishing frameworks that allow rapid experimentation while maintaining accountability.
- Data-Driven Decision Making – Leveraging internal and external data to guide strategic choices. At SecurityScorecard, launching a dedicated data strategy group enabled smarter product and market expansion decisions.
- Cross-Functional Collaboration – Ensuring alignment across product, engineering, and customer success teams, fostering both efficiency and a superior customer experience.
A strong example of this balance is Revathi Advaithi, who, before becoming CEO of Flex, served as COO at Eaton. She was instrumental in driving operational efficiency while ensuring the company continued innovating. Her ability to scale operations effectively without stifling technological advancements showcases the strategic mindset required of COOs today.
Driving Continuous Innovation with Inclusion
Innovation thrives in an inclusive environment. A human-centered COO understands that diverse perspectives fuel creativity and resilience. In my leadership roles, inclusion has been key—not just for employee engagement but also for business growth. COOs must ensure:
- Empowered Diverse Teams – Fostering cross-functional teams where diverse viewpoints shape innovation.
- Psychological Safety – Creating environments where employees feel safe to take risks, share ideas, and challenge norms.
- Continuous Learning & Development – Investing in mentorship and skill-building to keep teams equipped for evolving technological challenges.
A leader who embodies these principles is Cecilia Harvey, former COO of Citigroup Markets and Securities Services Technology. She founded Tech Women Today to promote diversity in the tech industry, demonstrating how COOs can actively drive inclusion alongside operational leadership.
Human-Centered Leadership in Action
Being a human-centered leader means leading with empathy, authenticity, and purpose. It requires recognizing the human impact of operational decisions and ensuring employees feel connected to the company’s vision.
At SmartBear, I led the post-acquisition integration of two companies—BitBar and Cucumber—within a single year. The challenge wasn’t just operational efficiency but also ensuring alignment between teams that had different cultural dynamics and workflows. By focusing on clear communication, structured integration plans, and an inclusive decision-making process, we not only streamlined operations but also strengthened team cohesion. This integration contributed to a successful private equity partnership deal, demonstrating that a human-centered approach to scaling operations can deliver tangible business value.
Sandy Carter, COO of Unstoppable Domains and former VP at AWS, has demonstrated similar leadership in blockchain and cloud computing. She is known not just for scaling operations efficiently but also for fostering diverse, inclusive teams. Her approach highlights how a COO can simultaneously drive business execution and shape company culture.
Balancing Short-Term Wins with Long-Term Vision
In high-growth tech environments, the pressure to deliver immediate results is intense. However, sustainable success demands a long-term perspective. The human-centered COO must ensure short-term operational gains align with a larger strategic vision.
This balance requires:
- Strategic Prioritization: Focusing on initiatives that deliver immediate impact while building a foundation for long-term scalability.
- Scalable Frameworks: Developing processes that support sustained growth while maintaining flexibility for innovation.
- Stakeholder Alignment: Ensuring the C-suite, board, and employees remain aligned on the company’s trajectory through transparent communication.
Navigating Change with Empathy and Resilience
Change is constant in the tech industry, and the human-centered COO must lead with both empathy and resilience. Whether handling digital transformations, organizational restructuring, or crisis management, the focus should always be on supporting people through change.
At SecurityScorecard, I played a key role in preparing the company for a significant financial milestone. This meant not only driving cost efficiency and market expansion but also ensuring that employees were aligned with the company’s evolving vision. Leading change at this scale required open dialogue, transparent business reviews, and structured programs that allowed employees to adapt to new expectations. The result was a more cohesive, agile organization that successfully scaled toward its revenue targets.
The Future of the Human-Centered COO
As technology advances at an unprecedented pace, the COO’s role will become even more strategic. The future of the human-centered COO lies in their ability to:
- Lead with Purpose and Empathy – Inspiring teams by aligning operational goals with a larger mission.
- Drive Digital Transformation – Using AI and data analytics to enhance efficiency and customer-focused innovation.
- Champion Inclusion and Belonging – Building cultures that celebrate diversity and ensure all employees feel valued.
Conclusion
The role of the COO is evolving into one that is more strategic and human-centered. In the tech industry, where rapid innovation and operational scale are essential for success, the COO is uniquely positioned to balance these elements while fostering a culture of inclusion.
By embracing a human-centered approach, modern COOs drive business success while creating an environment where people can innovate, collaborate, and thrive. In a world of constant change, the human-centered COO is not just an operational leader but a catalyst for sustainable growth and lasting impact.
About the Author
Safaa Khairalla is a seasoned Chief Operating Officer and senior operations executive with over a decade of experience leading strategy execution, business operations, and technology delivery in high-growth software companies. She has built a career at the intersection of innovation, operational scale, and human-centered leadership, partnering with C-level executives to transform businesses across cybersecurity, AI, healthtech, and cloud-based solutions.
Beyond her work in scaling operations and driving strategic growth, Safaa is a passionate advocate for women in technology, actively mentoring and supporting female leaders as they navigate their careers in a rapidly evolving industry. She has dedicated significant time to fostering inclusive leadership, helping to break down barriers and create opportunities for underrepresented talent in tech.
As an executive coach, Safaa is committed to developing the next generation of leaders, providing guidance to emerging executives on how to lead with confidence, build resilient teams, and successfully manage the complexities of high-growth environments. She believes in the power of mentorship and human-centered leadership as key drivers of long-term business success.
Safaa holds an MBA from London Business School and is also an independent advisor to AI and strategy management technology startups. When she’s not optimizing operations or mentoring future leaders, she enjoys hiking and hosting gatherings with family and friends.
Safaa Khairalla is the Chief Operating Officer at a leading browser gaming company, with over a decade of experience in scaling software businesses. A proven leader in strategy execution and post-acquisition integration, she drives operational growth, fosters innovation, and champions inclusive leadership while mentoring emerging executives in the tech industry
