Job Description

Head of Delivery

Mach33 Media · Remote · Full-Time

Client Delivery · Pod Performance · Retention Growth

About Mach33 Media

Mach33 Media is a performance-driven retention marketing agency helping eCommerce brands grow through strategic email and SMS marketing.

Our team operates through specialized delivery pods consisting of Project Managers, Klaviyo Managers, Designers, and Copywriters. We move quickly, take ownership, and hold ourselves accountable for measurable client outcomes.

Learn more: https://mach33media.com/

The Opportunity

We are hiring a Head of Delivery to own everything that happens after a client signs.

You will be the single accountable owner for:

Client delivery quality and retention
Pod performance and capacity
Project Manager development
Delivery timelines and quality standards
Client escalations
Delivery systems and SOPs
Growth opportunities within existing accounts

This is not a senior project management role. It is a leadership and operator role.

Your job is to build a delivery organization where clients receive excellent work, pods operate healthily, PMs become strong account owners, and the COO is no longer required in day-to-day delivery operations.

You will report directly to the COO and lead Mach33's Project Managers and broader delivery team.

What You'll OwnClient Delivery and Retention

Own delivery quality across all active clients and pods
Maintain strong client retention and reduce churn risk
Run biweekly client-health reviews
Tag every client as red, yellow, or green with a clear action plan
Intervene in at-risk accounts before problems become serious
Track client satisfaction and NPS trends
Ensure every client clearly understands the value Mach33 provides

Pod Performance and Capacity

Monitor the workload, utilization, and performance of every pod
Identify overloaded or underutilized teams
Forecast delivery capacity 30–60 days ahead
Recommend hiring before capacity becomes a problem
Assign new clients based on capacity, skill requirements, and account risk
Improve pod structure and resource allocation

Delivery Standards and Quality Control

Establish SLAs for campaigns, flows, revisions, client responses, and deliverables
Maintain 98%+ on-time campaign delivery
Ensure Monday updates and weekly deliverables are consistently completed
Create and enforce review gates for copy, design, and Klaviyo execution
Regularly spot-check pod work
Ensure client-facing work meets Mach33's quality standards before delivery

PM Management and Development

Run weekly PM scorecard meetings
Conduct monthly one-on-ones with every PM
Coach PMs from task coordinators into strategic account owners
Build scorecards based on outcomes rather than activity
Give clear feedback and hold people accountable
Manage performance improvement plans, promotions, role changes, and exits when necessary
Develop PMs who understand client goals, identify risks, and uncover opportunities

Strategic Account Growth

Train PMs to identify upsell and expansion opportunities
Track growth opportunities across the client base
Help PMs recommend upgrades, downsells, and better-fit service packages
Run quarterly strategic account reviews
Ensure every client has a clear growth plan
Help PMs understand client revenue, AOV, LTV, retention, and wider business objectives
Turn delivery into a driver of net revenue retention

Operations and Systems

Own and maintain the delivery SOP library
Convert recurring problems into processes, checklists, and systems
Identify the largest operational bottlenecks
Ship at least one delivery-leverage project each month
Improve dashboards, trackers, reporting, and pod workflows
Reduce operational dependency on individual team members
Pilot AI and automation where they can improve quality or speed

Escalation Management

Act as the primary escalation point before issues reach the COO
Independently resolve pod-level and client-delivery problems
Use the 1-3-1 framework: one problem, three possible solutions, and one recommendation
Maintain an escalation log and identify recurring patterns
Escalate only major client risks, structural decisions, and high-level people matters

How Success Will Be Measured

95%+ monthly client retention
85%+ of clients rated green
98%+ on-time campaign delivery
Healthy utilization across all pods
90%+ of pod escalations resolved without COO involvement
100% PM scorecard adoption
Quarterly strategic reviews completed for every client
At least one expansion opportunity identified per client per quarter
Improved net revenue retention
One delivery-leverage project completed each month
Strong team retention with no regrettable attrition

Your First 90 Days

During your first 90 days, you will be expected to:

Build a strong working rhythm with every PM
Implement weekly PM scorecard meetings and monthly one-on-ones
Audit every active client and create a red-yellow-green health matrix
Create recovery plans for at-risk clients
Complete the first round of strategic account reviews
Surface at least five concrete upsell, package-change, or expansion opportunities
Identify the company's three biggest delivery problems
Systematize at least one major recurring issue
Update SOPs for the highest-friction workflows
Build a 60-day capacity forecast with hiring recommendations
Meaningfully reduce the COO's involvement in daily delivery
Earn the trust of the PMs and the wider delivery team

What We're Looking For

Strong experience in agency delivery, operations, client success, or account management
Experience managing several clients, teams, or delivery pods simultaneously
A strong understanding of client retention, account health, and service delivery
Experience leading PMs and cross-functional teams
Strong operational thinking and process-building ability
Experience creating SOPs, scorecards, dashboards, and delivery systems
Confidence managing performance, accountability, and difficult conversations
Strong client-facing communication and escalation-management skills
An understanding of account expansion through better client success and strategic delivery

Experience in eCommerce, retention marketing, Klaviyo, email, or SMS is highly valuable.

How You Work

You are someone who:

Takes ownership without waiting for constant direction
Thinks in systems instead of temporary fixes
Is direct and accountable without being cold
Can manage both people and processes
Remains calm in fast-moving environments
Holds a high quality bar without creating fear
Can navigate difficult client and team conversations
Coaches people into stronger leaders
Measures success through outcomes rather than activity
Communicates proactively and operates with structure

What This Role Does Not Own

This position does not own sales, lead generation, company marketing, pricing, finance, legal decisions, non-delivery hiring, or company-wide strategy.

Your focus will be delivery, client health, pod performance, team development, operational systems, and growth opportunities within the existing client base.

Why Join Mach33

This is a high-leverage leadership role inside a fast-growing retention marketing agency.

You will have meaningful authority over how our delivery organization operates and the opportunity to build systems, develop leaders, strengthen client retention, and create an operation that scales without chaos.

If you can hold quality, people, client outcomes, and systems together, we would like to hear from you.

Apply through LinkedIn with your CV and a short note describing the largest delivery team or client portfolio you have managed.