Head of Client Operations

1 month ago
Full-time
Executive
Customer and Technical Support
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023

Description

  • Serve as the primary point of contact for 20–30 active clients, leading check-ins and handling ongoing requests.
  • Own client satisfaction, retention, long-term success, and be fully accountable for campaign results.
  • Anticipate risks early, proactively prevent churn, and manage client expectations.
  • Diagnose and resolve underperforming cold email campaigns, including copy, targeting, and conversion issues.
  • Troubleshoot deliverability problems, list quality issues, inbox placement, and warm-up processes.
  • Quality-check campaigns before launch and continuously optimize campaigns for measurable outcomes.
  • Build, refine, and maintain delivery documentation and practical playbooks that evolve with the business.
  • Track SLAs, client health metrics, and delivery standards to ensure consistent delivery.
  • Collaborate cross-functionally with the development team on technical/infrastructure issues and coordinate with the outreach team on execution and optimization.
  • Report directly to the founder on client health, risks, and delivery performance.

Requirements

  • Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company.
  • Background in cold email agencies, lead generation, or similar high-velocity environments.
  • Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement.
  • Ability to personally write copy and troubleshoot campaigns when needed.
  • Technical understanding of APIs, automations, and data flows without heavy reliance on engineering.
  • Daily, practical use of AI tools for operational work.
  • Strong problem-solving skills and comfort working in environments where systems are still being built.
  • Proven ability to communicate directly and confidently with founders and executives and adapt as the business evolves.
  • Comfortable operating in fluid roles with high ownership and changing priorities.
  • Availability for flexible remote work with client meetings in U.S. time zones.

Interested in this position?

Apply directly on the company website

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