Head of Client Operations

3+ years of experience in client success, account management, operations, or project management Experience working directly with clients in a service-based or agency environment Proven ability to manage multiple clients or projects simultaneously Strong written and spoken English (C2 level preferred) Experience working remotely with distributed teams Reliable high-speed internet connection with a minimum speed of 50 Mbps download and 10 Mbps upload A modern computer or laptop with a multi-core processor (Intel i5 or higher/equivalent) Proficiency with remote communication tools such as Zoom, Microsoft Teams, Slack, or Google Meet A noise-canceling headset with a microphone for clear communication

Own the ongoing relationship and success of a portfolio of FreedUp clients Lead client onboarding, including kickoff meetings, expectations-setting, and early success milestones Serve as the primary point of contact for client check-ins, feedback, and ongoing communication Monitor client health and satisfaction, identifying risks and opportunities proactively Coordinate internally with EAs, recruiters, trainers, and leadership to resolve issues and ensure high performance Maintain clear visibility into where each client is in their lifecycle Track and manage client-related workflows, timelines, and deliverables Ensure client updates, feedback loops, and follow-ups happen consistently and on time Identify operational gaps or recurring issues and help improve internal processes and systems Create, document, and improve SOPs related to client operations and delivery Support leadership with reporting and insights on client performance, retention, and trends