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

Our client is seeking a Head of Client Operations to take full ownership of client delivery, campaign performance, retention, and operational execution within a fast-growing outbound lead generation business.

This is not a traditional account management or project coordination role. You will be responsible for client outcomes, campaign performance, retention, delivery quality, operational systems, and execution accountability.

Working directly with the founder, you’ll operate in a fast-paced startup environment where priorities shift quickly, systems evolve continuously, and execution matters more than theory.

This role is ideal for someone who can independently solve problems, optimize campaigns hands-on, improve operational systems, confidently manage client relationships, and thrive in ambiguity.

Key Responsibilities

Client Ownership & Retention

• Manage a portfolio of 20–30 client accounts.
• Serve as the primary point of contact for delivery, performance, and strategic discussions.
• Lead client meetings, performance reviews, escalation management, and account planning.
• Build strong client relationships and proactively manage expectations.
• Identify risks early and implement retention strategies before issues escalate.
• Own client satisfaction, retention, and long-term account health.

Campaign Performance & Delivery

• Diagnose and improve underperforming cold email campaigns.
• Troubleshoot deliverability issues, inbox placement challenges, low response rates, list quality concerns, and messaging performance.
• Conduct quality assurance reviews prior to campaign launches.
• Continuously optimize campaigns for deliverability, engagement, reply rates, and conversions.
• Ensure clients consistently receive measurable business outcomes.

Hands-On Cold Email Execution

• Refine outbound messaging and campaign strategy when needed.
• Optimize subject lines, offers, calls-to-action, and email sequences.
• Improve inbox placement and outbound infrastructure performance.
• Work directly within platforms such as Apollo.io, Smartlead.ai, and Instantly.ai.
• Support campaign troubleshooting, recovery efforts, and ongoing optimization.

Systems, SOPs & Operational Scaling

• Build and improve scalable operational systems and processes.
• Develop playbooks, SOPs, and delivery workflows.
• Track and improve SLAs, client health metrics, delivery quality, and operational efficiency.
• Continuously refine processes to support growth and scalability.
• Focus on practical execution and iterative improvement.

Cross-Functional Execution

• Collaborate with outreach teams, developers, infrastructure teams, and leadership.
• Coordinate resolution of technical issues, automation challenges, and infrastructure concerns.
• Maintain visibility into client performance, delivery risks, and operational bottlenecks.
• Ensure smooth communication and execution across teams.

Requirements

Required Qualifications

Experience

• Proven experience owning client delivery, account performance, client operations, or operational execution.
• Background in cold email agencies, outbound lead generation, growth marketing, or high-volume outbound environments.
• Experience working within startup or fast-scaling business environments.

Technical & Operational Skills

• Deep understanding of cold email strategy, inbox placement, deliverability, outbound copywriting, and email infrastructure.
• Ability to personally diagnose and resolve campaign performance issues.
• Strong understanding of APIs, automations, operational workflows, and data systems.
• Experience utilizing AI tools such as ChatGPT, Claude, and workflow automation platforms.

Communication & Leadership

• Strong client-facing communication and relationship management skills.
• Ability to navigate difficult conversations and manage expectations effectively.
• Comfortable operating independently in remote environments.
• Strong operational judgment and decision-making ability.

Preferred Qualifications

• Experience scaling client delivery or account management teams.
• Experience working directly with founders or executive leadership.
• Familiarity with outbound infrastructure, DNS configuration, email warming systems, and domain management.
• Exposure to RevOps, automation systems, and outbound analytics.
• Experience within growth-stage startup environments.

Tools & Platforms

• Apollo.io
• Smartlead.ai
• Instantly.ai
• CRM Platforms
• ChatGPT & AI Tools
• Slack
• Google Workspace
• Automation & API Platforms

What Makes You a Strong Fit

• Thrive in startup environments with shifting priorities.
• Take ownership without requiring constant direction.
• Focus on solving problems quickly and effectively.
• Balance strategic thinking with hands-on execution.
• Communicate confidently with clients, founders, and stakeholders.
• Can simultaneously improve campaigns, systems, and client outcomes.
• Prioritize results over process.

What a Typical Day Looks Like

• Review campaign performance and client account health.
• Troubleshoot deliverability and messaging challenges.
• Improve outbound copy and campaign structure.
• Meet with clients to discuss performance and strategy.
• Coordinate with technical and outreach teams.
• Improve operational systems and delivery workflows.
• Resolve escalations and proactively identify risks.

In short: You own client outcomes, campaign performance, retention, and operational delivery within a fast-scaling outbound lead generation business.

Key Performance Indicators (KPIs)

• Client retention and churn reduction.
• Campaign deliverability and reply rates.
• Client satisfaction and account health.
• SLA adherence and delivery consistency.
• Speed and effectiveness of issue resolution.
• Revenue retention and overall client success.

Why Join?

• Full ownership of client delivery and retention.
• Direct impact on growth, revenue, and operational performance.
• Work directly with the founder in a high-visibility role.
• Opportunity to build systems and processes from the ground up.
• High-autonomy environment with measurable business impact.
• Clear growth opportunities into COO, Head of Operations, Growth Operations Leadership, or Client Success Leadership roles.

Interview Process

1. Initial Screening
2. Founder Interview
3. Final Discussion
4. Offer & Onboarding

Apply Now

If you can own client outcomes end-to-end, troubleshoot and improve cold email campaigns hands-on, thrive in startup environments, and enjoy building systems while driving execution, we’d love to hear from you.