Head of Client Operations

This is not a project coordinator position. We need a senior operator who can own client delivery and communication across a growing portfolio of accounts, while simultaneously building the systems and processes that allow a small team to scale without things falling apart. You'll start by managing our current book of clients, becoming the person they trust day-to-day. Over time, as the company grows, this role has a clear path into managing multiple client pods and leading the operations function. You'll work directly with me and alongside our marketing manager, who handles ads implementation. Your job is to make sure nothing falls through the cracks, clients feel supported, and the execution team can stay focused on the actual work instead of getting pulled into constant back-and-forth. What you'll own Client communication and relationships across all active accounts. You become the primary point of contact, not me. Delivery management: ensuring campaigns launch on time, deadlines are hit, and nothing slips quietly. Building and owning the operational infrastructure (SOPs, workflows, reporting cadences, escalation protocols) that lets a small team manage a growing client base. Proactive risk identification. You see problems forming before they become client-facing issues, and you either solve them or escalate early with a recommendation. Shielding the execution team from unnecessary interruptions and client back-and-forth so they can focus on high-value work. Running client calls, providing structured updates, and maintaining the kind of communication quality that keeps clients retained long-term. Working with the team to identify operational bottlenecks and solve them as we grow

Requirements

Highly organized with a systems mindset - you spot gaps before they become problems ✅ Exceptional communication skills (written + verbal) - calm, clear, confident under pressure ✅ Deeply proactive - you don’t wait, you anticipate, flag, and act ✅ Strong emotional intelligence - you understand what clients/teammates need beyond what they say ✅ Deadline-obsessed - you track, follow up, and close loops without reminders ✅ Comfortable in ambiguity - you build structure where none exists ✅ 3+ years in client-facing ops or account management at a fast-moving agency or services business ✅ AI fluent - actively uses AI tools and helps build AI-augmented workflows ✅ Availability aligned with U.S. business hours (minimum overlap until ~3 PM EST)

Benefits

Full-time, fully remote 🏖 20 days paid time off 🎯 Direct access to the founder + real decision-making authority 🚀 Clear growth path into managing multiple client pods and leading the operations function as the company scales