Head of Client Operations at Pavago in South Africa, South Africa

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, client retention, and operational execution for a fast-growing outbound lead generation business.

This is not a traditional account management or project coordination role. You will be responsible for ensuring clients achieve measurable outcomes by improving campaign performance, optimizing operational systems, and maintaining exceptional delivery standards.

Working directly with the founder, you’ll thrive in a fast-paced startup where priorities evolve quickly, ownership is expected, and execution matters more than theory. You’ll combine strategic thinking with hands-on execution—solving problems, improving systems, and building long-term client relationships.

If you’re experienced in cold email operations, outbound lead generation, and client success, and enjoy building scalable operational processes, this role is for you.

Responsibilities

Client Ownership & Retention

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

Campaign Performance & Delivery

• Monitor and optimize cold email campaign performance.
• Diagnose and resolve deliverability issues, inbox placement challenges, low reply rates, messaging performance, and list quality concerns.
• Conduct quality assurance reviews before campaign launches.
• Continuously improve deliverability, engagement, reply rates, and conversion performance.
• Ensure clients consistently receive measurable business outcomes.

Hands-On Cold Email Execution

• Refine outbound messaging, campaign strategy, and email sequences.
• Optimize subject lines, value propositions, calls-to-action, and email copy.
• Improve outbound infrastructure and inbox placement.
• Work directly within platforms including:
  • Apollo.io
  • Smartlead.ai
  • Instantly.ai
• Troubleshoot campaigns and implement recovery and optimization strategies.

Systems, SOPs & Operational Scaling

• Design and improve scalable operational systems and delivery workflows.
• Develop SOPs, playbooks, and standardized processes.
• Track and improve SLAs, client health metrics, delivery quality, and operational efficiency.
• Continuously refine workflows to support company growth.
• Drive practical process improvements through ongoing iteration.

Cross-Functional Collaboration

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

What Makes You a Great Fit

• You thrive in fast-paced startup environments.
• You take ownership without requiring constant direction.
• You enjoy solving complex operational problems.
• You balance strategic thinking with hands-on execution.
• You communicate confidently with clients, founders, and cross-functional teams.
• You focus on measurable results and continuous improvement.

Required Experience & Skills

Experience

• 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.

Technical & Operational Skills

• Strong understanding of:
  • Cold email strategy
  • Deliverability
  • Inbox placement
  • Email infrastructure
  • 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.

Communication & Leadership

• 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.

Preferred Experience

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

Tools & Platforms

Candidates should have experience with:

• Apollo.io
• Smartlead.ai
• Instantly.ai
• CRM platforms
• ChatGPT and AI tools
• Slack
• Google Workspace
• Automation and API platforms

What Success Looks Like

• High client retention and reduced churn.
• Strong campaign deliverability and reply rates.
• Excellent client satisfaction and account health.
• Consistent SLA adherence and delivery quality.
• Fast, effective resolution of campaign and operational issues.
• Increased revenue retention through successful client outcomes.

Interview Process

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

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video is the final step that completes your application.

Instead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. This allows the founder and hiring team to evaluate your communication style early, making future interviews more meaningful while reducing unnecessary interview rounds.

Don’t overthink it—you can record your video as many times as you’d like before submitting it. Only your final submission will be reviewed. Please keep an eye on both your inbox and spam folder for your Spark Hire invitation.

Apply Now

If you’re an operations leader who can own client outcomes end-to-end, optimize cold email campaigns, improve operational systems, and thrive in a fast-moving startup environment, we’d love to hear from you. Apply today and help build a scalable client delivery operation that drives measurable business results.