Head of Delivery

Client Delivery · Pod Performance · Retention Growth

Mach33 Media · Remote · Full-Time

ABOUT MACH33 MEDIA

Mach33 Media is a performance-driven retention marketing agency where creativity meets accountability. We build email and SMS programs that help eCommerce brands connect, convert, and grow.

Our team runs lean, moves fast, and takes ownership of client outcomes. We care about measurable results, strong delivery, client retention, and systems that scale.

Website: https://mach33media.com/

THE OPPORTUNITY

We are looking for a Head of Delivery to own everything that happens after a client is signed.

This person will be the single accountable owner for delivery quality, client retention, pod performance, team execution, and operational systems across Mach33’s delivery team.

This is not a senior project manager role. This is an operator role.

The Head of Delivery will ensure every client receives Mach33-standard work on time, every pod runs healthily, every PM grows into a stronger account owner, and the COO does not need to stay involved in day-to-day delivery operations.

You will report directly to the COO and manage all Project Managers and the broader delivery team, including Klaviyo Managers, Designers, and Copywriters.

ROLE DETAILS

Role Title: Head of Delivery

Department: Delivery / Operations

Reports To: COO

Work Type: Remote · Full-Time

Scope: All active pods and client delivery operations

Direct Reports: Project Managers and delivery team members

WHAT YOU’LL OWN

1. Client Delivery Quality & Retention

You will be responsible for making sure every client receives high-quality work, on time, every week.

You will

- Own client delivery quality across all pods
- Maintain strong client retention and reduce churn risk
- Run structured client health reviews every two weeks
- Tag every client as red, yellow, or green with clear action plans
- Step into at-risk client situations before churn becomes serious
- Track client satisfaction and NPS trends
- Make sure client-facing work meets Mach33 standards

The goal is simple: clients should feel supported, confident, and clear on the value they are receiving from Mach33. 2. Pod Performance & Capacity

You will own the health and performance of every delivery pod.

You will

- Monitor pod workload, performance, and delivery health
- Make sure no pod is overloaded or underutilized
- Forecast pod capacity 30 to 60 days ahead
- Flag hiring needs before they become urgent
- Decide which pod new clients should go into and why
- Balance client load across pods based on capacity, skill, and risk
- Identify where pod structure needs to improve

You should be able to quickly tell which pods are healthy, which are at risk, and what needs to change. 3. Delivery SLAs & Quality Standards

You will define and enforce the delivery standards across Mach33.

You will

- Set clear SLAs for campaign turnaround, revisions, client response times, and delivery timelines
- Ensure campaign and flow deadlines are met
- Make sure Monday updates and weekly client deliverables are never missed without prior escalation
- Create and enforce review gates for copy, design, and Klaviyo work
- Spot-check pods regularly to maintain quality




- Ensure no client-facing work goes out without proper review

The Head of Delivery owns the quality bar across the entire delivery team. 4. PM Management & Development

You will manage and develop Mach33’s Project Managers.

You will

- Run weekly scorecard calls with all PMs
- Hold monthly 1:1s with every PM
- Help PMs move from task coordination into strategic account ownership
- Give direct feedback, coaching, and support
- Build PM scorecards based on outcomes, not just activity
- Own performance management for PMs and delivery team members
- Support promotions, role changes, PIPs, and exits when needed

PMs should not only manage tasks. They should understand client goals, spot opportunities, and help grow accounts. 5. Strategic Account Growth

You will help increase revenue from existing clients by building stronger account ownership inside delivery.

You will

- Train PMs to identify upsell and expansion opportunities
- Track account growth opportunities across all clients
- Help PMs recommend service package upgrades, downsells, or better-fit offers
- Run quarterly strategic account reviews
- Make sure each client has a clear growth plan
- Help PMs understand client revenue, AOV, LTV, retention, and business goals

The goal is to increase net revenue retention and turn delivery into a growth driver, not just an execution function. 6. Operations & SOP Ownership

You will turn repeated delivery problems into systems.

You will

- Own the delivery SOP library
- Keep recurring workflows documented and updated
- Identify the biggest operational bottlenecks
- Ship at least one leverage project every month
- Build systems that reduce dependency on individual people
- Improve dashboards, trackers, reporting workflows, and pod processes
- Pilot AI and automation tools where they can improve delivery speed or quality

Every recurring issue should eventually become a process, checklist, SOP, or system. 7. Escalation Handling

You will be the main escalation point before issues reach the COO.

You will

- Resolve pod-level escalations independently
- Use the 1-3-1 framework: 1 problem, 3 solutions, 1 recommendation
- Maintain an escalation log to identify patterns
- Step into client or team issues when needed
- Only escalate true COO-level decisions, such as major client risk, structural changes, or high-level people decisions

The COO should not need to operate inside daily delivery problems.

WHAT SUCCESS LOOKS LIKE

You will be measured by outcomes, not just activity.

Key success metrics include

- 95%+ monthly client retention
- 85%+ clients tagged green in the client health matrix
- Healthy pod utilization across all pods
- 98%+ on-time campaign delivery
- 90%+ pod-level escalations resolved without COO involvement
- Increased net revenue retention from existing clients




- PMs running quarterly strategic account reviews for all clients
- At least one upsell or expansion opportunity surfaced per client per quarter
- One delivery leverage project shipped per month
- 100% PM scorecard adoption
- Strong delivery team retention with no regrettable attrition

WHAT YOU’LL DO IN YOUR FIRST 90 DAYS

By the end of your first 90 days, you should have:

- Built a clear working rhythm with every PM
- Started weekly PM scorecard calls
- Completed monthly 1:1s with all PMs
- Audited every client and tagged them red, yellow, or green
- Created action plans for at-risk clients
- Run the first round of strategic account reviews
- Surfaced at least 5 concrete upsell, package move, or expansion opportunities
- Identified the top 3 delivery issues across the company
- Fixed or systematized at least one major recurring delivery problem
- Updated or created SOPs for the highest-friction workflows
- Reduced COO involvement in daily delivery escalations
- Built a 60-day capacity forecast with hiring recommendations
- Earned the trust of the PMs and delivery team

WHAT THIS ROLE DOES NOT OWN The Head of Delivery does not own:

- Sales or new business
- Lead generation or marketing
- Pricing and commercial terms
- Finance or legal decisions
- Company-wide strategy
- Hiring for non-delivery roles
- Co-founder-level strategic decisions

You will own delivery, client health, pod performance, delivery team development, delivery operations, and account growth opportunities inside the existing client base.

WHAT WE’RE LOOKING FOR

Experience & Skills

- Strong experience in delivery, operations, client success, or account management inside an agency or fast-moving service business
- Experience managing multiple clients, teams, or pods at once
- Strong understanding of client retention, account health, and service delivery
- Ability to manage PMs and cross-functional delivery teams
- Strong operational thinking and process-building ability
- Comfortable with performance management, feedback, and accountability
- Strong client-facing communication skills
- Ability to manage escalations calmly and clearly
- Experience building SOPs, scorecards, dashboards, or delivery systems
- Strong understanding of how to grow accounts through better client success and strategic delivery

- How You Work

- You take ownership without waiting for constant direction
- You think in systems, not one-off fixes
- You are direct, but not cold
- You can manage both people and process
- You are comfortable with fast-moving environments
- You can hold a high quality bar without creating fear
- You can step into difficult client or team conversations
- You know how to coach PMs into stronger leaders
- You care about outcomes, not just activity
- You are proactive and structured

Why Mach33 Media

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

You will have real ownership over delivery, client health, pod performance, team development, and operational systems.

If you are someone who can hold quality, people, and systems together, and if you want to help build a delivery organization that runs without chaos, this role is for you.

📌 Head of Delivery | Email & SMS Retention Marketing (Colombia)
🏢 Mach33 Media
📍 Colombia