Head of Client Operations at Pavago

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