Head of Client Operations

Job Description

🚀 Head of Client Operations (Cold Email & Client Delivery) – Remote

Position Type: Full-Time, Remote

Working Hours: Flexible (Aligned with U.S. Client Time Zones)

🔥 About the Role

At Pavago, one of our clients is hiring a Head of Client Operations to take full ownership of client delivery, campaign performance, retention, and operational execution inside a fast-moving outbound lead generation environment.

This is not a passive account management or project coordination role.

You will own:

• client outcomes
• campaign performance
• retention and churn prevention
• delivery quality
• operational systems
• execution accountability

You’ll work directly with the founder while operating in a scaling startup environment where:

• systems evolve quickly
• priorities shift fast
• execution matters more than theory

This role requires someone who can:

• solve problems independently
• fix campaigns hands-on
• improve systems continuously
• manage clients confidently
• operate comfortably in ambiguity

If you thrive in startup environments and can own delivery end-to-end — this role is a strong fit.

🎯 What You’ll Own

Client Ownership & Retention

• Manage a portfolio of 20–30 client accounts

• Act as the primary point of contact for all delivery and performance conversations

• Lead:

  • client check-ins
  • strategy discussions
  • escalation handling
  • performance reviews

• Build strong client relationships and proactively manage expectations

• Identify risks early and prevent churn before it happens

• Own:

  • client satisfaction
  • retention
  • long-term account health

Campaign Performance & Delivery

• Diagnose and improve underperforming cold email campaigns

• Troubleshoot:

  • deliverability issues
  • inbox placement problems
  • low response rates
  • poor list quality
  • weak messaging

• Quality-check campaigns before launch

• Continuously optimize campaigns for:

  • deliverability
  • engagement
  • reply rates
  • conversions

• Ensure clients consistently receive measurable outcomes

Hands-On Cold Email Execution

• Personally improve and refine outbound messaging when needed

• Optimize:

  • subject lines
  • offer positioning
  • call-to-actions
  • email sequencing

• Improve inbox placement and campaign infrastructure

• Work directly within tools such as:

  • Apollo.io
  • Smartlead.ai
  • Instantly.ai

• Support troubleshooting and campaign recovery during performance issues

Systems, SOPs & Operational Scaling

• Build and improve operational systems as the company grows

• Create scalable playbooks and delivery workflows

• Track and improve:

  • SLAs
  • client health
  • delivery quality
  • operational efficiency

• Focus on practical execution and iteration — not overengineering

• Continuously improve workflows as scale increases

Cross-Functional Execution

• Collaborate closely with:

  • outreach teams
  • developers
  • infrastructure teams
  • leadership

• Coordinate on:

  • technical issues
  • automation problems
  • infrastructure reliability
  • campaign execution

• Maintain full visibility into:

  • client performance
  • delivery risks
  • operational bottlenecks

📊 What Success Looks Like

• High client retention and low churn
• Strong campaign deliverability and response rates
• Clients consistently achieving measurable outcomes
• Problems identified and resolved before escalation
• Operational systems improving as the company scales
• Leadership confidence in execution reliability

🧠 What Makes You a Strong Fit

• You’ve operated inside early-stage or scaling startups
• You take ownership without needing constant direction
• You thrive in fast-moving, imperfect environments
• You focus on solving problems quickly and practically
• You communicate confidently with founders and clients
• You can zoom in on campaign execution and zoom out on systems simultaneously
• You prioritize outcomes over process theater

✅ Must-Have Requirements

Experience

• Proven experience owning:

  • client operations
  • client delivery
  • account performance
  • operational execution

• Background in:

  • cold email agencies
  • outbound lead generation
  • high-volume outbound environments
  • startup operations

Technical & Operational Skills

• Deep understanding of:

  • cold email strategy
  • inbox placement
  • deliverability
  • outbound copywriting
  • outbound infrastructure

• Ability to personally troubleshoot and fix campaigns

• Strong understanding of:

  • APIs
  • automations
  • operational workflows
  • data flows

• Comfortable using AI tools such as:

  • ChatGPT
  • Claude
  • AI workflow systems

Communication & Leadership

• Strong client communication and relationship management skills
• Able to manage difficult conversations and performance expectations
• Comfortable operating independently in remote environments
• Strong operational judgment and decision-making ability

⭐ Nice to Have

• Experience scaling client delivery teams

• Experience working directly with founders

• Familiarity with:

  • outbound infrastructure
  • domains
  • DNS setup
  • email warming systems

• Experience in growth-stage startup environments

• Exposure to:

  • RevOps
  • automation systems
  • outbound analytics

🛠️ Tools & Platforms

• Apollo.io
• Smartlead.ai
• Instantly.ai
• ChatGPT / AI Tools
• CRM platforms
• Slack
• Google Workspace
• Automation & API tools

📅 What a Typical Day Looks Like

• Review client campaign performance and account health
• Troubleshoot deliverability or messaging issues
• Improve outbound copy and campaign structure
• Meet with clients to review performance and expectations
• Coordinate with outreach and technical teams
• Build or improve operational workflows and SOPs
• Resolve escalations and proactively identify risks

In short:

You own client outcomes, campaign performance, retention, and operational delivery inside a fast-scaling outbound environment.

📈 Key Metrics for Success (KPIs)

• Client retention and churn reduction
• Campaign deliverability and reply rates
• Client satisfaction and account health
• SLA adherence and delivery consistency
• Speed of issue resolution
• Overall impact on client results and revenue retention

🌟 Why This Role Stands Out

• Full ownership across delivery and client success

• Direct impact on retention, growth, and revenue

• Work directly with the founder

• Opportunity to build operational systems from the ground up

• High-autonomy role with measurable business impact

• Clear growth opportunities into:

  • COO
  • Head of Operations
  • Growth Operations leadership
  • Client Success leadership

🧪 Interview Process

• Initial Screening
• Founder Interview
• Final Discussion
• Offer & Onboarding

👉 Apply Now

If you:

• can own client outcomes end-to-end
• know how to fix cold email campaigns hands-on
• thrive in startup environments with fast execution
• enjoy building systems while operating daily in delivery

this is a strong opportunity to operate at the core of a scaling outbound business.