100% Remote - Head of Operations & Client Delivery

Build the Delivery Engine That Scales Us to $500K MRR

Are you the high-EQ operator who can empathetically coach struggling clients, dive into underperforming Meta campaigns to diagnose what's broken, and build a leadership team beneath you? At Clinic Growth Accelerator, we're scaling cash-based clinics to $200K+ months—and we need an Integrator (Head of Operations) who can take complete ownership of client delivery, team performance, and operational excellence while our founders focus on revenue growth.

This isn't a "build from scratch" role—we have 70 clients, $140K monthly revenue, proven systems, and a working pod model. You'll start managing 4 people (2 Client Success Managers + 2 Media Buyers), but in 12-18 months, you'll be leading 10-15+ across multiple pods with functional department heads reporting to you.

ABOUT US

We help cash-based healthcare clinics (chiropractors, dentists, med spas) scale to $200K+ per month using performance marketing. We currently have 70 clients generating $140K MRR, and we're scaling aggressively.

The problem: Our founder is spending 75% of his time on operations when he should be running internal marketing. We need someone who can own delivery so we can focus on growth.

OUR VALUES:

Extreme Ownership - Own outcomes, not excuses. When churn is high, you diagnose and fix it.

Continuous Improvement - Getting 1% better every day. Never satisfied with "good enough."

Winning & Losing Together - Celebrate wins as a team, take ownership of losses together.

As our Head of Operations, you'll be the Integrator—the operator who runs the business day-to-day so founders can focus on vision, revenue, and scale.

WHAT YOU'LL DO:1. Own Client Results & Crush Churn

Your North Star: Keep monthly churn at ≤5%. We're at 10% now—cut it in half and keep it there.

Why clients churn:

• 30%: Not following up with leads
• 30%: Can't close or don't sell profitable care plans
• 20%: Not providing enough creative content for ads
• 20%: Campaign performance issues

You'll own solving ALL of it.

Build client health scoring systems, implement proactive outreach protocols, and personally handle "heat cases"—clients who refuse to meet with their CSM or demand to talk to owners. When clients aren't making money, you'll empathetically coach them back to success without giving up.

Ensure 90%+ of clients hit 3:1 ROI by overseeing CSM coaching quality AND media buying performance. Conduct exit interviews, analyze churn patterns by client type/industry, and design retention programs that stick.

Provide strategic input to Sales/Marketing quarterly: "Chiropractors with <3 years in practice churn at 20%—avoid these." You'll influence WHO we sell to, not just how we deliver.

2. Diagnose Campaign Performance Issues

When a client's appointments are low, you don't just ask the Media Buyer "what's wrong?"—you dive into the Meta Ads account WITH them to diagnose together.

You can evaluate:

• CPMs, CPAs, landing page conversion rates
• Ad creative quality and freshness
• Audience targeting strategy
• Funnel mechanics and follow-up systems

You understand the difference between:

• Strategy issues (wrong offer/targeting)
• Execution issues (not testing enough)
• Creative issues (ads are stale)
• Client issues (not providing content or following up with leads)

You don't BUILD campaigns yourself, but you EVALUATE them and coach Media Buyers on what to test next.

When a clinic should be getting 20 appointments/month but only gets 10, you can spot if it's: high CPMs (targeting too broad), low landing page conversion (form too long, weak headlines), stale creative (14+ days old), poor lead follow-up (client's fault), or wrong offer (needs new angle).

3. Lead & Develop High-Performing Teams

Today (Months 1-12): Player-Coach

Directly manage 4 people in 2 tight-collaboration pods:

• Pod 1: Media Buyer + CSM managing ~35 clients
• Pod 2: Media Buyer + CSM managing ~35 clients

Conduct weekly 1-on-1s, provide real-time coaching on client situations and campaign strategies, and personally step into accounts needing senior attention.

Coach CSMs on: Holding clients accountable, sales coaching, handling heat cases, responsiveness

Coach Media Buyers on: Running creative/copy tests, avoiding local market targeting mistakes, identifying when to test new offers, escalating urgently for fresh creative

Monitor pod capacity (50-60 clients max per pod, ideal ~50), triggering new hires at 70% capacity.

Tomorrow (Months 12-24): Leadership Developer

As you scale to 200+ clients (4-6 pods, 10-15 people), you'll identify high-performers and develop them into:

• Head of Client Success (manages all CSMs)
• Head of Media Buying (manages all Media Buyers)

You'll transition from doing 1-on-1s with everyone to managing managers who do the 1-on-1s. That's the path to VP of Operations.

4. Be the Empathetic Firefighter

Our founder is direct, calls clients on their BS, and has low tolerance for clients who won't execute. That's where you come in.

Handle ALL client escalations with empathy, patience, and firm accountability. When a client refuses to meet with their CSM or demands to talk to owners, YOU step in.

Diagnose the real issue and fix it:

• Not getting enough leads? → Campaign issue—work with Media Buyer
• Can't close the leads? → Sales coaching issue—work with CSM to coach client
• Not selling profitable care plans? → Offer/positioning—adjust strategy
• Decision-maker removed themselves from marketing/sales? → Re-engagement—remind them why they started
• Doing so well they let their foot off the gas? → Accountability—get them back on track

You're comfortable having tough conversations with kindness. When a client wants a refund, you'll use your decision-making authority (within defined parameters) to determine if credit, refund, or contract break is warranted—or coach them through the bottleneck.

You don't coddle, but you don't give up on people. You're the reason saveable clients stay and succeed.

5. Scale the Pod Structure

Current: 70 clients across 2 pods (recently split from 1 overwhelmed pod)

Your Job: Scale to 150 clients (3 pods), then 200+ clients (4-6 pods) over 12-18 months. Around every 50 new clients, you'll hire a CSM and Media Buyer simultaneously, onboard them, and build out the next pod.

What You'll Build:

• Define and document optimal pod operations (playbook for scaling)
• Hire A-players (screen, interview, reference check, onboard)
• Develop underperformers or fire them (with founder awareness)
• Monitor capacity metrics obsessively (keep pods at 80-90% utilization)
• Hire proactively (CSMs take 60-90 days to productivity, Media Buyers onboard almost instantly)

Then Transition to Functional Departments: At 200-250 clients, shift from pods to functional departments. All CSMs report to Head of Client Success. All Media Buyers report to Head of Media Buying. You manage the managers, not individual contributors.

You're building the infrastructure that allows us to 3x without quality dropping.

6. Build & Improve Systems

Our founder built the initial systems but is burnt out managing them. You'll take ownership of implementing and running all operational systems: client onboarding workflows, campaign launch checklists, escalation protocols, service request ticketing, client results tracking, review collection, capacity dashboards, contract renewal management.

You'll Also BUILD New Systems:

• Retention programs that reduce churn (quarterly business reviews, proactive check-ins, sales coaching curricula)
• Client health scoring and at-risk intervention protocols
• Hiring playbooks and onboarding programs for new team members
• Quality assurance processes for campaign launches
• Performance dashboards that tell the story

The founder will consult on major structural changes and help troubleshoot when systems break, but YOU own day-to-day execution and continuous improvement. Ideally, you can build Zapier automations and optimize ClickUp workflows yourself—the less the founder touches systems, the better.

7. Manage Client Lifecycle & Renewals

Own the client journey from onboarding through renewal:

• Monitor client contract periods and coordinate renewals with Sales and Finance
• Review every new client handoff from Sales to ensure CSMs/Media Buyers have complete context
• Own the onboarding pipeline in ClickUp—clients move from form submission to campaign launch smoothly
• Track time-to-first-sale (target: <20 days) and remove bottlenecks
• Coordinate changes when clients want to pause, upgrade, or make changes

8. Manage Day-to-Day Operations

Own everything operational: monitoring new client launches until first sale, ensuring service request tickets get completed, tracking creative content submissions, auditing CSM calendars for proper client touchpoints, handling all escalations.

Founders should spend 1-2 hours per week on operations after your first 90 days—everything else is yours.

Run a weekly ops meeting (1 hour) to report key metrics, problem-solve using the 1-3-1 framework (1 problem, 3 potential solutions, 1 recommendation), and align on strategic decisions. When numbers are off, you diagnose the problem and present solutions—not just surface the issue.

You're the barrier between founders and day-to-day execution. We want a "stallion"—someone who, when given targets, goes out and gets it done without hand-holding.

9. Own Hiring & Team Development

Phase 1 (First 90 Days): Lead hiring for CSMs and Media Buyers (screening, interviews, references), but founders join final interviews and approve hires. Learn what "great" looks like here.

Phase 2 (Months 3-6): Make hiring recommendations with full justification; founders have 24-hour review window.

Phase 3 (Month 6+): Hire CSMs and Media Buyers autonomously. Inform founders after offer is made. Founders only join final interviews for senior roles.

Beyond Hiring: Onboard new team members, coach underperformers, identify high-performers for leadership development, and make the call to fire when someone isn't working (with founder awareness).

YOUR FIRST 90 DAYS:

Days 1-30: Learn, Audit, Take Ownership

• Shadow founders to understand operations, pain points, client situations
• Conduct 1-on-1s with all 4 team members
• Audit client health: identify at-risk accounts, categorize churn drivers
• Dive into 3-5 underperforming accounts WITH Media Buyers
• Take over ALL client escalations and heat cases
• Implement or improve client health scoring
• Founders' ops time: 75% → 40%

Days 31-60: Stabilize & Improve

• Fully own weekly team meetings, 1-on-1s, and all day-to-day operations
• Implement quick wins that improve client results or reduce churn
• Establish weekly ops review cadence with founders (1 hour)
• Lead hiring for pod #3 if capacity demands it
• Show measurable improvement: churn trending down
• Founders' ops time: 40% → 20%

Days 61-90: Prove Ownership & Scale

• Founders spending 1-2 hours per week on ops; you're running the show
• Churn trending toward 5% (or clear plan with milestones)
• Team knows you're their leader; they come to you first
• You've implemented 2-3 process improvements that are sticking
• Successfully hired and onboarded at least 1 new team member
• Presented your 6-12 month plan for scaling to 150+ clients
• Founders' ops time: <10%

SUCCESS LOOKS LIKE (12-24 MONTHS):

Client Success:

• Monthly churn consistently at ≤5% (down from 10%)
• 90%+ of clients hitting 3:1 ROI, 20+ appointments/month
• NPS scores average 8.0+
• Client lifetime value increases 15%+

Team & Leadership:

• Scaled from 2 pods (4 people) to 4-6 pods (10-15 people)
• Identified and developed 2-3 future leaders: Pod Leads, Head of CS, Head of Media
• Team satisfaction score 8.5+
• Zero unplanned departures due to burnout

Operational Excellence:

• Founders spend 1-2 hours/week on operations, focused 50-60% on revenue growth
• You handle 100% of client fires
• Systems running smoothly—processes documented, automations work
• Hiring is proactive—new pods spin up at 70% capacity
• Time-to-first-sale <20 days

Your Role Evolution:

• Managing managers, not individual contributors
• Thinking 2-3 quarters ahead
• In strategic conversations with founders
• Transitioning from Integrator to VP of Operations

WHO YOU ARE:

Your Background:

• 5-7+ years in operations, client success, or account management leadership in marketing agencies or performance marketing firms
• Managed and scaled client-facing teams: 4-8 people → 10-15+
• Developed leaders beneath you: promoted team members to management roles
• Hands-on Meta Ads experience: diagnose accounts, review ad creative/targeting, evaluate landing pages
• Understand local lead generation for brick-and-mortar businesses
• Personally driven retention metrics: taken churn from X% to Y%
• Bonus: Healthcare clients experience or Google Ads/TikTok Ads/content marketing

Your Superpowers:

• High-EQ Client Whisperer
• Performance Marketing Diagnostician
• Sales Coaching Ability
• Firefighter Mentality
• Leadership Developer
• Systems Builder & Implementer
• Performance Manager
• Data-Driven Storyteller
• Organized & Detail-Oriented
• Tech-Savvy (ClickUp, GoHighLevel, Zapier, Meta Ads Manager)

Your Mindset:

• Extreme Ownership
• Empathy + Accountability
• Continuous Improvement
• No Excuses
• Coachable
• Comfortable with Autonomy
• Stallion Mentality
• Leadership Ambition (want to grow into VP of Operations)

What Disqualifies You:

• Conflict-avoidant, struggle with tough conversations
• Need detailed instructions vs. outcomes you own
• Only managed 1-3 people
• Never developed someone into a manager or leader
• No hands-on Meta Ads experience
• Don't understand sales fundamentals
• Never personally driven churn down
• "Strategy person" who doesn't like hands-on execution
• Give up on difficult clients easily
• Make excuses when things go wrong
• Not coachable or don't believe in continuous improvement
• Never worked in client services, agency, or performance marketing
• Want to stay individual contributor or manager—not grow into leadership

COMPENSATION & PERKS:

Base Salary: $75K-$85K (depending on experience)

Performance Bonus: Up to $30K/year

• $2,500/month bonus when monthly churn ≤5%
• Paid quarterly ($7,500/quarter)
• All-or-nothing: Hit ≤5% churn = full bonus. Above 5% = $0

Total Compensation: $105K-$115K/year (if consistently hitting churn targets)

Growth Trajectory:

• Month 12: Potential comp adjustment as scope increases
• Month 24-30: Role evolves to VP of Operations with compensation increase
• Opportunity to help build new service lines with additional earning potential

Benefits:

• Fully remote (US hours, flexible schedule)
• Flexible PTO + paid holidays
• Professional development budget
• Clear path to VP of Operations
• 401(k) coming soon

Comp Philosophy: We want low base, high performance rewards. This attracts operators who want to own outcomes and get paid for results. If you consistently keep churn at ≤5%, you'll earn $105K-$115K+ in year 1 and significantly more as you grow into VP of Operations.

FINAL WORD:

This is an Integrator opportunity—the #2 operator who runs the business day-to-day while founders focus on doubling revenue.

We have 70+ clients, $140K MRR, proven systems, and a working pod model. What we DON'T have is the operator who can:

✓ Take complete ownership of delivery so founders can focus on growth ✓ Empathetically save struggling clients and keep churn at ≤5% ✓ Diagnose underperforming Meta campaigns and coach Media Buyers ✓ Build a leadership team beneath them (Head of CS, Head of Media) ✓ Scale from 2 pods to 4-6 pods over 18 months ✓ Evolve from player-coach to VP of Operations

If you're the high-EQ operator who can spot campaign bottlenecks... if you've developed team members into managers before... if you want complete operational ownership and a clear path to VP of Operations... if you have a stallion mentality of "give me the target and I'll figure out how to hit it"... this is your opportunity.

Founders need to focus on revenue. Clients need empathetic coaching and great results. The team needs a leader who develops them. The business needs churn at ≤5%. And YOU need a platform to prove you can be a VP of Operations.

Are you that operator? Let's win together.

Job Type: Full-time

Projected Total Compensation: $75,000.00 - $115,000.00 per year

Benefits:

• Paid time off

Work Location: Remote