Head of Client Operations

1 hour, 13 minutes ago
Full-time
Lead
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

  • Manage a portfolio of 20–30 client accounts and serve as the primary point of contact for delivery and performance conversations.
  • Lead client check-ins, strategy discussions, escalation handling, and performance reviews.
  • Build strong client relationships, manage expectations proactively, and prevent churn by identifying risks early.
  • Diagnose and improve underperforming cold email campaigns, including deliverability, inbox placement, response rates, and list quality issues.
  • Quality-check campaigns before launch and continuously optimize subject lines, offers, calls-to-action, and email sequences.
  • Personally improve outbound messaging and campaign infrastructure when needed.
  • Troubleshoot and support campaign recovery during performance issues using tools such as Apollo.io, Smartlead.ai, and Instantly.ai.
  • Build and improve operational systems, playbooks, delivery workflows, SLAs, and SOPs as the company scales.
  • Collaborate with outreach, development, infrastructure, and leadership teams to resolve technical issues, automation problems, and operational bottlenecks.
  • Maintain visibility into client performance, delivery risks, and operational execution across the business.

Requirements

  • Proven experience owning client operations, client delivery, account performance, and operational execution.
  • Background in cold email agencies, outbound lead generation, high-volume outbound environments, or startup operations.
  • Deep understanding of cold email strategy, inbox placement, deliverability, outbound copywriting, and outbound infrastructure.
  • Ability to personally troubleshoot and fix campaigns hands-on.
  • Strong understanding of APIs, automations, operational workflows, and data flows.
  • Comfortable using AI tools such as ChatGPT and Claude, as well as AI workflow systems.
  • Strong client communication and relationship management skills.
  • Ability to manage difficult conversations and performance expectations in a remote environment.
  • Strong operational judgment and decision-making ability.
  • Preferred experience scaling client delivery teams, working directly with founders, or operating in growth-stage startups.
  • Preferred familiarity with outbound infrastructure, including domains, DNS setup, and email warming systems.
  • Preferred exposure to RevOps automation systems and outbound analytics.

Benefits

  • Full remote position with flexible working hours aligned to U.S. client time zones.
  • Direct ownership and high autonomy across client success, delivery, and operations.
  • Opportunity to build operational systems and workflows from the ground up.
  • Direct impact on retention, growth, and revenue.
  • Work directly with the founder.
  • Clear growth opportunities into COO, Head of Operations, Growth Operations leadership, or Client Success leadership.

Interested in this position?

Apply directly on the company website

Apply Now

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