Head of Client Operations
RemoteSouth Africa or Kenya
Job Summary
Manage a portfolio of 20–30 client accounts as the primary point of contact for delivery, campaign performance, and strategic discussions. Lead client meetings, quarterly reviews, and escalation management while building trusted relationships and proactively identifying account risks to implement retention strategies. Monitor and optimize cold email campaign performance by diagnosing deliverability issues, inbox placement challenges, and messaging effectiveness to ensure measurable business outcomes. Refine outbound messaging, sequences, and infrastructure using platforms like Apollo.io, Smartlead.ai, and Instantly.ai. Design scalable operational systems, SOPs, and workflows to support growth while collaborating with outreach, development, and leadership teams to resolve technical and automation challenges.
Required Qualifications
- Proven experience leading client delivery, client operations, account management, or operational execution
- Background in cold email agencies, outbound lead generation, growth marketing, or similar high-volume outbound environments
- Experience working in startup or rapidly scaling businesses
- Strong understanding of cold email strategy
- Strong understanding of deliverability
- Strong understanding of inbox placement
- Strong understanding of email infrastructure
- Strong understanding of outbound copywriting
- Ability to diagnose and resolve campaign performance issues independently
- Experience with APIs, workflow automation, and operational systems
- Hands-on experience using AI tools such as ChatGPT, Claude, and automation platforms
- Excellent client-facing communication and relationship management skills
- Comfortable handling difficult conversations and managing expectations
- Strong decision-making and operational judgment
- Able to work independently in a fully remote environment
Desired Qualifications
- Experience scaling client delivery or account management teams
- Experience working directly with founders or executive leadership
- Familiarity with DNS configuration
- Familiarity with domain management
- Familiarity with email warming
- Familiarity with outbound infrastructure
- Exposure to RevOps, automation systems, and outbound analytics
- Experience in growth-stage startup environments
- Experience with CRM platforms
- Experience with Apollo.io
- Experience with Smartlead.ai
- Experience with Instantly.ai
- Experience with Slack
- Experience with Google Workspace
- Experience with automation and API platforms
- ChatGPT and AI tools
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