Head of Client Operations

Oversee and elevate all client engagements from strategy through execution, ensuring teams deliver clear, consistent experiences that reduce hesitation, build trust, and drive measurable business outcomes at scale. Clarity does not scale itself. Leadership does. Variate is looking for a Head of Client Operations to oversee our Design Directors and ensure every client engagement delivers measurable business impact with precision, consistency, and speed. This is not a program management role. This is a systems leadership role. You will own how client work performs across the firm. You will ensure that Decision Design™ is applied consistently, that teams operate with clarity, and that every engagement turns hesitation into confident decisions and measurable growth. If you operate at the intersection of leadership, systems, and outcomes, and you measure success by client impact at scale, we want to meet you. This is a remote, US-based role with collaboration during Eastern Time working hours. You will work directly with executive leadership to scale how Variate delivers clarity across every client relationship. What You Will Do 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. What You Bring Proven operational leadership 10+ years leading complex client programs, with 5+ years overseeing senior leaders. Experience managing multi‑account portfolios with measurable outcomes. Systems thinking at scale Deep experience building and running operational systems across teams, including governance, workflows, and performance management. Outcome‑driven mindset You define success in business terms. You focus on adoption, revenue impact, and client growth, not activity or output. Executive presence You communicate clearly and confidently with C‑level stakeholders. You simplify complexity and drive alignment under pressure. Leadership through others You know how to elevate leaders. You coach, challenge, and hold high standards without creating friction or ego. Operational rigor You balance speed, quality, and financial accountability. You understand utilization, margin, and delivery performance. Client partnership expertise You understand how trust is built, maintained, and expanded across long‑term relationships. AI and systems fluency Experience integrating AI into workflows, operations, or delivery systems that improve performance and consistency. Uncompromising standards You expect excellence across every engagement. You do not tolerate drift, ambiguity, or avoidable friction. What Sets You Apart 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. What Success Looks Like in the First 90 Days Establish clear performance standards across all client engagements. Strengthen consistency in how Design Directors lead and deliver work. Improve at least one core operational system that impacts delivery quality. Identify and resolve risks across active client programs. Increase executive‑level trust across at least one key client relationship. Create visibility into performance, health, and growth across all accounts. Who Should Not Apply This role is not for everyone. Do not apply if: You have not managed leaders responsible for client outcomes. You focus on process over performance. You avoid accountability for results across teams. You are uncomfortable making difficult decisions that impact people and clients. You rely on others to define success instead of owning it. You have not operated at a portfolio or systems level. Compensation We pay for mastery, accountability, and results. Full‑time: $210,000–$240,000 #J-18808-Ljbffr