# Head of Client Operations > Pavago · Mexico (Remote) · — · Posted 2026-08-13 **Workplace:** remote **Department:** Candidate Sourcing ## Description ### **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 operational processes - Combine AI, APIs, and automation systems to improve delivery efficiency ### **Requirements** ### **Must-Have** - Experience leading: - Client Operations - Client Success - Account Ownership - Delivery Operations - Experience inside a fast-growing startup, agency, or similarly high-ownership environment - Strong professional background in: - **Cold email** - **Lead generation** - **Outbound operations** - Hands-on expertise with: - Email deliverability - Inbox placement - Domain warm-up - Campaign optimization - Cold email copywriting - Ability to personally diagnose and troubleshoot campaign problems - Strong understanding of: - APIs - Automations - Workflows - Operational systems - Practical day-to-day experience using AI tools such as: - ChatGPT - Claude - Similar AI workflow tools - Strong written and verbal English communication - Confidence communicating directly with founders, executives, and clients - Ability to operate independently in a rapidly changing environment ### **Nice to Have** - Experience with platforms such as: - Instantly - Smartlead - Clay - Apollo - HubSpot - Experience managing high-volume outbound campaigns - Strong familiarity with: - DNS - SPF - DKIM - DMARC - Email infrastructure - Experience scaling client delivery inside an agency or startup - Experience building client health or churn-prevention systems - Technical familiarity with integrations and automation infrastructure ### **What Makes You a Strong Fit** You: - Think like an operator rather than a coordinator - Understand cold email beyond surface-level campaign management - Can personally diagnose why a campaign isn’t performing - Take ownership of client outcomes instead of waiting for direction - Communicate confidently with clients, founders, and technical teams - Stay effective when priorities change quickly - Build processes without becoming overly dependent on process - Are comfortable making decisions with imperfect information - Focus on execution, measurable outcomes, and retention - Thrive in high-accountability startup environments ### **What a Typical Day Looks Like** You may: - Review client health and campaign performance - Identify accounts at risk of churn - Diagnose deliverability or inbox placement problems - Review campaign copy and targeting - Meet with clients and communicate performance updates - Troubleshoot campaign infrastructure - Coordinate technical fixes with developers - Review lists, domains, and sending infrastructure - Improve onboarding or campaign QA processes - Update operational playbooks - Report risks and priorities directly to the founder **In short:** you ensure clients stay happy, campaigns perform, problems get solved quickly, and delivery operations become more scalable as the company grows. ### **Key Metrics for Success** - Client retention and churn reduction - Campaign performance improvement - Reply and positive response rates - Meeting conversion performance - Deliverability and inbox placement health - Client satisfaction - SLA adherence - Speed of issue resolution - Operational consistency and scalability - Leadership confidence in client delivery ### **Why This Role Stands Out** - Direct ownership of client success and delivery - Work closely with the founder and leadership - High autonomy and decision-making responsibility - Opportunity to shape: - Client delivery systems - Operational processes - Campaign standards - Retention strategies - Deep exposure to: - Cold email infrastructure - AI workflows - Automation - Startup scaling - Opportunity to grow into broader client operations or company leadership ### **Interview Process** 1. Initial Screening 2. Founder Interview 3. Final Discussion 4. Offer & Onboarding ### **Apply Now** If you: - Have deep cold email and outbound experience - Have owned client relationships and retention - Can troubleshoot campaigns yourself - Thrive in fast-moving startup environments - Enjoy building systems while solving operational problems - Want direct ownership over client outcomes and campaign performance We’d love to hear from you. Apply today and help build a client delivery operation that performs, retains customers, and scales. ### **Important: Spark Hire Video Interview** As part of our application process, qualified candidates will be invited to complete a **one-way video interview through Spark Hire**. This is your opportunity to introduce yourself and highlight your experience with **cold email, client success, deliverability, campaign optimization, retention, startup operations, and scaling client delivery systems**. Please complete your Spark Hire interview promptly after receiving the invitation. **Candidates who do not complete the video interview may not move forward in the hiring process.** **#HeadOfClientOperations #ClientOperations #ClientSuccess #ColdEmail #EmailDeliverability #LeadGeneration #OutboundSales #StartupOperations #CustomerRetention #OperationsLeadership #RemoteJobs** ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/8DC15D358A/apply) --- Powered by [Workable](https://www.workable.com)