Client Operations Lead : GrowthX

Job Description

We’re seeking a Client Operations Lead who is passionate about operational excellence and scaling high-performing teams. At GrowthX, you’ll develop and implement processes that empower our client service pods to consistently deliver exceptional results. (This is a fully remote role. The only requirement is 4 hours of overlap with US West Coast)

About GrowthX

At GrowthX, we help companies reimagine their go-to-market (GTM) strategies by combining AI with expert insights. We believe in the transformative power of Generative AI to boost productivity and creativity for knowledge workers. By automating routine tasks, we empower people to focus on what truly matters, leading to greater job satisfaction and innovation.

The Role: Client Operations Lead

As our Client Operations Lead, you will be the key influencer in refining and scaling our client service delivery. You will lead the development of robust, scalable processes and training programs that integrate operational best practices with innovative AI tools. Your focus will be on:

Operational Excellence: Designing and optimizing workflows to ensure efficient, high-quality client service delivery

Strategic Collaboration: Working cross-functionally with Pod Leaders, Engineering, and Leadership teams to identify and resolve operational friction points

AI Integration: Leveraging advanced AI technologies to automate routine tasks, generate actionable insights, and enhance overall team effectiveness

Client Partnership: Acting as a strategic advisor to internal teams to ensure that client expectations are met and exceeded, driving retention and business growth

Who You’ll Work With

You’ll collaborate closely with:

Client Services Team: To implement and refine operational processes

Engineering Teams: To identify and resolve technology-driven operational challenges

Executive Leadership: To align operational initiatives with overall company strategy

New Hires: Providing hands-on training and onboarding to ensure smooth integration into our dynamic culture

Day-to-Day Expectations

You can expect to spend your time as follows:

30% – Process Development & Optimization: Create and refine scalable processes that drive efficiency and service excellence

25% – Training & Onboarding: Develop and deliver training programs to empower both new and existing team members

20% – Operational Oversight: Monitor pod performance and ensure adherence to established procedures

15% – Cross-Functional Collaboration: Work with engineering, product, and leadership teams to implement operational improvements

10% – Data-Driven Analysis: Track key metrics, analyze performance data, and implement strategies for continuous improvement

Requirements

Key Responsibilities & Skills Needed

Operational Leadership:

• Develop, implement, and continuously improve scalable processes

• Maintain comprehensive documentation of standard operating procedures

Training & Development:

• Design and execute training programs that build operational excellence

• Create resource materials to support ongoing learning and adoption of new tools

Process Optimization:

• Identify inefficiencies and deploy solutions, collaborating with engineering to create or refine tools

Performance Management:

• Monitor operational metrics, ensuring processes yield measurable improvements

• Recommend and implement corrective measures when needed

Cross-Functional Collaboration:

• Partner with various teams to drive seamless integration of operations with company strategy

AI Technology Expertise:

• Ability to identify opportunities for AI integration into operational workflows

Client Partnership & Strategic Insight:

• Ensure that operational improvements directly enhance client satisfaction and retention

• Support business development initiatives by providing data-driven insights

Nice to Haves

Experience with AI-powered workflow automation tools

A background in scaling operations at high-growth companies

Familiarity with project management and process documentation systems

Demonstrated SEO expertise, driving significant growth at multiple brands

Benefits

Salary: $80k – $160k USD annually (adjusted for geography and experience)

Remote Work: Fully remote with a requirement of at least 4 hours of overlap with US Pacific Time

Paid Vacation: We encourage taking at least 20 days off each year

Professional Growth: Access to continuous training, coaching, and development opportunities

Innovative Environment: Work with cutting-edge AI and be part of a team that is redefining digital growth strategies