# Head of Client Operations

> Pavago · Kenya (Remote) · — · Posted 2026-05-19

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **🚀 Head of Client Operations (Cold Email & Client Delivery) – Remote**

**Position Type:** Full-Time, Remote  
**Working Hours:** Flexible (Aligned with U.S. Client Time Zones)

### **🔥 About the Role**

At Pavago, one of our clients is hiring a **Head of Client Operations** to take full ownership of client delivery, campaign performance, retention, and operational execution inside a fast-moving outbound lead generation environment.

This is not a passive account management or project coordination role.

You will own:

-   client outcomes
-   campaign performance
-   retention and churn prevention
-   delivery quality
-   operational systems
-   execution accountability

You’ll work directly with the founder while operating in a scaling startup environment where:

-   systems evolve quickly
-   priorities shift fast
-   execution matters more than theory

This role requires someone who can:

-   solve problems independently
-   fix campaigns hands-on
-   improve systems continuously
-   manage clients confidently
-   operate comfortably in ambiguity

If you thrive in startup environments and can own delivery end-to-end — this role is a strong fit.

### **🎯 What You’ll Own**

### **Client Ownership & Retention**

-   Manage a portfolio of 20–30 client accounts
-   Act as the primary point of contact for all delivery and performance conversations
-   Lead:

-   client check-ins
-   strategy discussions
-   escalation handling
-   performance reviews

-   Build strong client relationships and proactively manage expectations
-   Identify risks early and prevent churn before it happens
-   Own:

-   client satisfaction
-   retention
-   long-term account health

### **Campaign Performance & Delivery**

-   Diagnose and improve underperforming cold email campaigns
-   Troubleshoot:

-   deliverability issues
-   inbox placement problems
-   low response rates
-   poor list quality
-   weak messaging

-   Quality-check campaigns before launch
-   Continuously optimize campaigns for:

-   deliverability
-   engagement
-   reply rates
-   conversions

-   Ensure clients consistently receive measurable outcomes

### **Hands-On Cold Email Execution**

-   Personally improve and refine outbound messaging when needed
-   Optimize:

-   subject lines
-   offer positioning
-   call-to-actions
-   email sequencing

-   Improve inbox placement and campaign infrastructure
-   Work directly within tools such as:

-   Apollo.io
-   Smartlead.ai
-   Instantly.ai

-   Support troubleshooting and campaign recovery during performance issues

### **Systems, SOPs & Operational Scaling**

-   Build and improve operational systems as the company grows
-   Create scalable playbooks and delivery workflows
-   Track and improve:

-   SLAs
-   client health
-   delivery quality
-   operational efficiency

-   Focus on practical execution and iteration — not overengineering
-   Continuously improve workflows as scale increases

### **Cross-Functional Execution**

-   Collaborate closely with:

-   outreach teams
-   developers
-   infrastructure teams
-   leadership

-   Coordinate on:

-   technical issues
-   automation problems
-   infrastructure reliability
-   campaign execution

-   Maintain full visibility into:

-   client performance
-   delivery risks
-   operational bottlenecks

### **📊 What Success Looks Like**

-   High client retention and low churn
-   Strong campaign deliverability and response rates
-   Clients consistently achieving measurable outcomes
-   Problems identified and resolved before escalation
-   Operational systems improving as the company scales
-   Leadership confidence in execution reliability

### **🧠 What Makes You a Strong Fit**

-   You’ve operated inside early-stage or scaling startups
-   You take ownership without needing constant direction
-   You thrive in fast-moving, imperfect environments
-   You focus on solving problems quickly and practically
-   You communicate confidently with founders and clients
-   You can zoom in on campaign execution and zoom out on systems simultaneously
-   You prioritize outcomes over process theater

### **✅ Must-Have Requirements**

### **Experience**

-   Proven experience owning:

-   client operations
-   client delivery
-   account performance
-   operational execution

-   Background in:

-   cold email agencies
-   outbound lead generation
-   high-volume outbound environments
-   startup operations

### **Technical & Operational Skills**

-   Deep understanding of:

-   cold email strategy
-   inbox placement
-   deliverability
-   outbound copywriting
-   outbound infrastructure

-   Ability to personally troubleshoot and fix campaigns
-   Strong understanding of:

-   APIs
-   automations
-   operational workflows
-   data flows

-   Comfortable using AI tools such as:

-   ChatGPT
-   Claude
-   AI workflow systems

### **Communication & Leadership**

-   Strong client communication and relationship management skills
-   Able to manage difficult conversations and performance expectations
-   Comfortable operating independently in remote environments
-   Strong operational judgment and decision-making ability

### **⭐ Nice to Have**

-   Experience scaling client delivery teams
-   Experience working directly with founders
-   Familiarity with:

-   outbound infrastructure
-   domains
-   DNS setup
-   email warming systems

-   Experience in growth-stage startup environments
-   Exposure to:

-   RevOps
-   automation systems
-   outbound analytics

### **🛠️ Tools & Platforms**

-   Apollo.io
-   Smartlead.ai
-   Instantly.ai
-   ChatGPT / AI Tools
-   CRM platforms
-   Slack
-   Google Workspace
-   Automation & API tools

### **📅 What a Typical Day Looks Like**

-   Review client campaign performance and account health
-   Troubleshoot deliverability or messaging issues
-   Improve outbound copy and campaign structure
-   Meet with clients to review performance and expectations
-   Coordinate with outreach and technical teams
-   Build or improve operational workflows and SOPs
-   Resolve escalations and proactively identify risks

**In short:**  
You own client outcomes, campaign performance, retention, and operational delivery inside a fast-scaling outbound environment.

### **📈 Key Metrics for Success (KPIs)**

-   Client retention and churn reduction
-   Campaign deliverability and reply rates
-   Client satisfaction and account health
-   SLA adherence and delivery consistency
-   Speed of issue resolution
-   Overall impact on client results and revenue retention

### **🌟 Why This Role Stands Out**

-   Full ownership across delivery and client success
-   Direct impact on retention, growth, and revenue
-   Work directly with the founder
-   Opportunity to build operational systems from the ground up
-   High-autonomy role with measurable business impact
-   Clear growth opportunities into:

-   COO
-   Head of Operations
-   Growth Operations leadership
-   Client Success leadership

### **🧪 Interview Process**

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

### **👉 Apply Now**

If you:

-   can own client outcomes end-to-end
-   know how to fix cold email campaigns hands-on
-   thrive in startup environments with fast execution
-   enjoy building systems while operating daily in delivery

this is a strong opportunity to operate at the core of a scaling outbound business.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/EC83307AE6/apply)

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