Note: The job is a remote job and is open to candidates in USA. Variate is looking for a Head of Client Operations to oversee their Design Directors and ensure every client engagement delivers measurable business impact. This role focuses on operational leadership, systems thinking, and driving client success through clarity and decision-making.
Responsibilities
- Own performance across all client work
- Define and enforce what success looks like across engagements. Ensure every program ties to measurable business outcomes including adoption, conversion, and growth. Identify risks early and correct course before momentum is lost
- Lead the system, not just the work
- Operationalize Decision Design™ across all engagements. Ensure consistency in how teams design for emotion, logic, and behavior so clarity is engineered into every experience
- Manage and elevate Design Directors
- Lead, coach, and hold accountable all Design Directors. Ensure they operate as true client leaders, not project managers. Drive excellence in leadership, decision-making, and client partnership
- Ensure consistency at scale
- Build and refine systems that make high-quality delivery repeatable. Standardize how we run programs, manage clients, and measure success without slowing teams down
- Own client health and growth
- Oversee Client Impact Plans (CIPs) and Quarterly Business Reviews (QBRs) across all accounts. Ensure every client relationship is progressing, expanding, and delivering value tied to their business goals
- Drive alignment across teams and clients
- Ensure internal teams and client stakeholders operate from shared clarity. Eliminate misalignment before it compounds into delays, friction, or lost trust
- Protect and grow client trust
- Set the standard for executive-level partnership. Ensure clients feel confident, informed, and supported at every stage. Trust is not assumed. It is designed and reinforced
- Scale operational intelligence
- Turn insights from engagements into firm-wide improvements. Identify patterns across clients and translate them into better systems, faster delivery, and stronger outcomes
- Lead AI-enabled operations
- Define how AI enhances delivery across teams. Build systems that increase speed, insight, and consistency without compromising quality or clarity
- Represent Variate at the highest level
- Engage with senior client stakeholders when needed. Support business development through operational credibility and proof of performance
Skills
- 10+ years leading complex client programs, with 5+ years overseeing senior leaders
- Experience managing multi-account portfolios with measurable outcomes
- Deep experience building and running operational systems across teams, including governance, workflows, and performance management
- You define success in business terms. You focus on adoption, revenue impact, and client growth, not activity or output
- You communicate clearly and confidently with C-level stakeholders
- You know how to elevate leaders. You coach, challenge, and hold high standards without creating friction or ego
- You balance speed, quality, and financial accountability
- You understand how trust is built, maintained, and expanded across long-term relationships
- Experience integrating AI into workflows, operations, or delivery systems that improve performance and consistency
- You expect excellence across every engagement. You do not tolerate drift, ambiguity, or avoidable friction
- You have led operations across a portfolio of high-value client engagements
- You have built systems that improved delivery quality and consistency at scale
- You have managed and developed senior leaders responsible for client success
- You have improved client retention, expansion, or satisfaction through operational excellence
- You are comfortable owning both performance and accountability across teams
- You measure success by client outcomes, not internal activity
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