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 Proficiency with tools like Notion, Google Workspace, Slack, Zoom, Airtable, or similar Ability to work independently while coordinating closely with leadership High level of ownership, professionalism, and discretion Reliable high-speed internet connection (50 Mbps download, 10 Mbps upload) 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

Own the ongoing relationship and success of a portfolio of clients Lead client onboarding Serve as the primary point of contact for client check-ins, feedback, and ongoing communication Monitor client health and satisfaction Coordinate internally with EAs, recruiters, trainers, and leadership Maintain clear visibility into client lifecycle stages Track and manage client-related workflows, timelines, and deliverables Ensure client updates, feedback loops, and follow-ups happen consistently 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