Mach33 Media

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.

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SMS marketing

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Head of Ops & delivery - Email Marketing Agency