🚀 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.
