Head of Client Operations
Head of Client Operations – Cold Email, Client Success & Startup Operations
Position Type: Full-Time, Remote
Working Hours: Flexible with U.S. Time Zone Collaboration
About the Role
At Pavago , one of our clients is hiring a Head of Client Operations to own client delivery, cold email campaign performance, retention, and operational execution inside a fast-growing startup.
This is not a traditional project management or client support role .
You’ll take direct ownership of:
- Client relationships and satisfaction
- Cold email campaign performance
- Retention and churn prevention
- Deliverability and campaign infrastructure
- Client delivery systems
- Operational processes and scalability
You’ll work directly with the founder, developers, outreach teams, and operations to ensure campaigns produce measurable results while improving the systems required to support rapid growth.
If you’ve worked inside a cold email agency, lead generation company, outbound growth business, or fast-growing startup and can personally troubleshoot campaigns rather than simply coordinate others, this role is a strong fit.
What You’ll Own
Client Relationships & Retention
- Own relationships across 20–30 active client accounts
- Serve as the primary point of contact throughout the client lifecycle
- Lead:
- Client check-ins
- Strategic conversations
- Performance discussions
- Ongoing communication
- Set and manage client expectations proactively
- Identify churn risks before they become problems
- Build trusted, long-term relationships with clients
- Ensure clients remain informed, supported, and confident in delivery
- Take direct accountability for client satisfaction and retention
Cold Email Campaign Performance
- Review campaign performance across active client accounts
- Diagnose and improve:
- Underperforming campaigns
- Low reply rates
- Poor meeting conversion
- Deliverability problems
- Inbox placement issues
- Weak messaging
- Quality-check campaigns before launch
- Ensure campaigns are technically and strategically ready to send
- Review and optimize:
- Copy
- Targeting
- Lists
- Sending infrastructure
- Campaign setup
- Personally step into campaigns when execution or troubleshooting is required
Deliverability & Email Infrastructure
- Own campaign execution quality across:
- Inbox warm-up
- Domain health
- Deliverability
- List quality
- Sending infrastructure
- Diagnose spam placement and inboxing problems
- Understand and troubleshoot:
- DNS configurations
- SPF / DKIM / DMARC
- API issues
- Integration failures
- Automation breakdowns
- Partner with developers on technical issues while remaining capable of diagnosing problems independently
- Improve campaign reliability and deliverability standards across accounts
Processes, Systems & Operational Scalability
- Build and improve operational playbooks
- Create repeatable systems for:
- Client onboarding
- Campaign launches
- Campaign QA
- Client communication
- Performance reviews
- Escalations
- Track:
- SLAs
- Client health
- Delivery performance
- Campaign metrics
- Operational bottlenecks
- Identify inefficient or unreliable workflows and improve them
- Build enough structure to support growth without slowing execution
Cross-Functional Leadership
- Coordinate closely with:
- Developers
- Outreach specialists
- Operations teams
- Leadership
- Report directly to the founder on:
- Client health
- Churn risks
- Campaign performance
- Delivery issues
- Operational priorities
- Ensure teams remain aligned on client outcomes and delivery expectations
- Drive issues through resolution rather than simply escalating them
AI & Automation
- Use AI tools such as ChatGPT and Claude in day-to-day operations
- Apply AI to:
- Campaign analysis
- Copywriting
- Client communication
- Research
- Documentation
- Workflow improvement
- Identify opportunities to automate repetitive operation