[Hiring] Head of Coaching and Operations @Impact Clients

Role Description

We're looking for a full-time Head of Fulfillment/Delivery to join our fast-growing team at Impact Clients. Our mission is simple: help everyday people launch impactful online digital product businesses that transform lives, starting with their own. If you love building teams, thrive in high-performance environments, and want to own a business unit end-to-end, keep reading.

Key Responsibilities

• Lead and coach 15–30 CSMs and coaches on onboarding, retention, and renewal calls
• Hire, train, promote, and fire — build middle management as the team scales
• Step into refund, chargeback, and escalation situations to retain clients and protect revenue
• Own KPIs around retention, renewals, and outcomes — with daily reporting
• Improve scripts, processes, and SOPs for scalability
• Collaborate with Sales and Marketing to solve problems at the root
• Own the Coaching/Delivery Department end to end

Requirements

• Proven experience leading 20+ people in a high-touch, outcome-based service business (coaching, education, professional services, high-ACV customer success, health coaching, or similar)
• Track record of building systems, SOPs, and scorecards from scratch
• Strong objection handling, save calls, and refund/chargeback prevention
• Player mindset — willing to be in the field, not bossing people around
• Extreme ownership of your department as if it were your own business
• Experience with AI and SaaS tools

Who This Is For

• Natural operators who own outcomes end-to-end
• Ex-founders who'd rather operate someone else's business than build another one from zero
• Builders excited to help scale to 9 figures
• People who stay calm in client fires and escalations
• Mentors who love developing team members
• Highly accountable, detail-oriented operators

Who This Is Not For

• People who avoid difficult conversations
• Anyone with another full-time job
• People who struggle with deadlines or fast execution
• Anyone resistant to feedback and growth

Benefits

• Negotiable compensation based on experience, we are open
• Base salary negotiable based on experience
• Performance-based commission opportunities
• Potential equity upside

Next Steps

If this role excites you:

• Submit your resume.
• Record a 3–5 minute Loom video introducing yourself and answering:
• Why should we hire you?
• What’s your experience with leading client success teams?
• Share an example where you successfully handled a save call or refund/chargeback scenario.
• Share an example where you coached a team member to perform better.
• Why do you believe you’ll thrive in a fast-paced, growth-driven environment?

Applications are reviewed on a rolling basis. If selected, you’ll hear from us within 24–48 hours.