[Hiring] Head of Client Operations @Pavago

Role Description

At Pavago, one of our clients is hiring a Head of Client Operations to own everything that happens after a client signs — from campaign performance and delivery to client satisfaction and retention. This is a high-ownership, hands-on leadership role. You’ll manage 20–30 active client relationships, troubleshoot and optimize cold email campaigns, improve delivery systems, and work directly with the founder, outreach team, and developers.

This is not a traditional account management role. You’ll be accountable for client outcomes, campaign performance, retention, and operational execution. If you understand cold email and lead generation deeply, thrive in fast-moving startup environments, and can take ownership without waiting for direction, this role is for you.

What You’ll Own

• Client Success & Retention
  • Serve as the primary point of contact for 20–30 active clients.
  • Lead client check-ins, performance discussions, and ongoing communication.
  • Manage expectations and resolve client concerns proactively.
  • Identify account risks before they become retention issues.
  • Own client satisfaction, retention, and long-term account health.
  • Handle escalations confidently and professionally.
• Cold Email Campaign Performance
  • Monitor campaign performance and identify underperforming accounts.
  • Diagnose and resolve issues involving:
    • Deliverability
    • Inbox placement
    • List quality
    • Messaging and offers
    • Reply and conversion rates
  • QA campaigns before launch.
  • Continuously optimize campaigns based on performance data.
  • Ensure campaigns deliver measurable outcomes for clients.
• Copywriting & Campaign Optimization
  • Personally write, review, and improve cold email copy.
  • Optimize:
    • Subject lines
    • Opening hooks
    • Offers
    • Calls-to-action
    • Follow-up sequences
  • Test messaging approaches and use performance data to guide iterations.
  • Balance personalization, deliverability, and conversion performance.
• Processes, Systems & Documentation
  • Build and improve scalable client delivery systems.
  • Create:
    • SOPs
    • Playbooks
    • Campaign workflows
    • QA processes
    • Escalation procedures
  • Track SLAs, client health metrics, and delivery standards.
  • Identify operational bottlenecks and implement practical improvements.
  • Build systems that allow client operations to scale without sacrificing quality.
• Technical & Cross-Functional Execution
  • Work closely with developers to troubleshoot infrastructure and technical issues.
  • Collaborate with outreach teams on campaign execution and optimization.
  • Understand APIs, automations, integrations, and data workflows well enough to diagnose operational problems.
  • Use AI tools to improve:
    • Campaign analysis
    • Copywriting
    • Research
    • Operational efficiency
    • Troubleshooting
  • Report directly to the founder on client health, risks, performance, and priorities.

Qualifications

• Experience leading client operations, account management, client success, or delivery in a startup or fast-moving environment.
• Strong experience with cold email, outbound lead generation, or performance-driven outreach campaigns.
• Hands-on expertise in:
  • Cold email strategy
  • Deliverability and inbox placement
  • Cold email copywriting
  • Campaign optimization
  • Lead generation
• Ability to personally write and improve outbound campaign copy.
• Experience managing multiple client accounts simultaneously.
• Strong understanding of APIs, automations, integrations, and data workflows.
• Experience using AI tools for day-to-day operations, analysis, and optimization.
• Strong problem-solving and decision-making skills.
• Excellent written and verbal English communication.
• Comfortable working remotely across U.S. client time zones.

Nice to Have

• Experience working directly with founders.
• Background in high-growth or early-stage startups.
• Experience managing 20+ client accounts simultaneously.
• Familiarity with cold email infrastructure and outreach platforms.
• Experience building operational SOPs and scalable client delivery systems.
• Exposure to technical outbound infrastructure, automation, or RevOps.

Tools & Technology

• Cold email and outreach platforms
• CRM and campaign management systems
• AI tools for analysis, content, and optimization
• Automation platforms
• APIs and integrations
• Google Workspace
• Slack and remote collaboration tools

What Makes You a Great Fit

• You take ownership of outcomes rather than simply completing tasks.
• You can confidently manage clients while also working hands-on inside campaigns.
• You know how to diagnose why an outbound campaign isn’t performing.
• You can write strong cold email copy yourself.
• You’re comfortable solving problems without perfect information.
• You move quickly while maintaining delivery quality.
• You can balance client relationships, campaign performance, and operational systems simultaneously.

What a Typical Day Looks Like

• Review campaign performance and client account health.
• Diagnose deliverability or messaging problems.
• Rewrite and optimize cold email campaigns.
• Meet with clients to discuss results and next steps.
• Identify accounts at risk of churn and develop recovery plans.
• Coordinate with outreach teams on execution.
• Work with developers on infrastructure or automation issues.
• Improve SOPs, workflows, and delivery systems.
• Update the founder on client performance, risks, and priorities.

Key Metrics for Success

• High client retention and reduced churn.
• Strong campaign deliverability and performance.
• Client satisfaction and account health.
• Consistent delivery against SLAs.
• Fast resolution of campaign and client issues.
• Improved campaign reply and conversion performance.
• Scalable and efficient client delivery processes.

Why This Role Stands Out

• Full ownership of client operations and delivery.
• Direct impact on retention, revenue, and campaign performance.
• Work closely with the founder.
• Opportunity to build systems and processes from the ground up.
• High-autonomy remote environment.
• Strong growth potential into broader Operations, Client Success, or executive operations leadership.

Interview Process

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

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video completes your application and can be recorded whenever it’s convenient. Instead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. You can record your video as many times as you’d like before submitting it — only your final submission will be reviewed. Please keep an eye on both your inbox and spam folder for your Spark Hire invitation.

Apply Now

If you can own client outcomes, optimize cold email campaigns hands-on, prevent churn, and build scalable delivery systems, we’d love to hear from you.