Description
Were looking for a full-time Head of Fulfillment/Delivery to join our fast-growing team at Impact Clients.<br/><br/>Our mission is simple: help everyday people launch impactful online digital product businesses that transform<br/><br/>lives, starting with their own.<br/><br/>If you love building teams, thrive in high-performance environments, and want to own a business unit end-to-end,<br/><br/>keep reading.<br/><br/>About Us:
Impact Clients helps beginner entrepreneurs start or scale their digital product businesses.<br/><br/>What began as a broke UCLA student struggling to sell an online course has grown into a company that has generated $50M+ in revenue with a global team of 70+ members.<br/><br/>Our mission is to reform the education system by helping 1 million+ people achieve financial freedom through online business.<br/><br/>We are faith driven, fast paced, and rooted in service. We are building a world class education platform to help people turn their knowledge into income through coaching and consulting.<br/><br/>The CEO, Richard Yu, is an online business coach with:<br/><br/>100K+ subscribers on YouTube youtube.com/richardyu1<br/><br/>A growing personal brand on Instagram instagram.com/richardyuzee<br/><br/>Our company is a fast-paced, and rooted in service. We’re building a world-class education platform to help people turn their knowledge into income through coaching and consulting.<br/><br/>Key Responsibilities:<br/><br/>Lead and coach 15–30 CSMs and coaches on onboarding, retention, and renewal calls<br/><br/>Hire, train, promote, and fire — build middle management as the team scales<br/><br/>Step into refund, chargeback, and escalation situations to retain clients and protect revenue<br/><br/>Own KPIs around retention, renewals, and outcomes — with daily reporting<br/><br/>Improve scripts, processes, and SOPs for scalability<br/><br/>Collaborate with Sales and Marketing to solve problems at the root<br/><br/>Own the Coaching/Delivery Department end to end<br/><br/>Requirements
You must have:<br/><br/>Proven experience leading 20+ people in a high-touch, outcome-based service business (coaching, education, professional services, high-ACV customer success, health coaching, or similar)<br/><br/>Track record of building systems, SOPs, and scorecards from scratch<br/><br/>Strong objection handling, save calls, and refund/chargeback prevention<br/><br/>Player mindset — willing to be in the field, not bossing people around<br/><br/>Extreme ownership of your department as if it were your own business<br/><br/>Experience with AI and SaaS tools<br/><br/>Who This Is For<br/><br/>Natural operators who own outcomes end-to-end<br/><br/>Ex-founders whod rather operate someone elses business than build another one from zero<br/><br/>Builders excited to help scale to 9 figures<br/><br/>People who stay calm in client fires and escalations<br/><br/>Mentors who love developing team members<br/><br/>Highly accountable, detail-oriented operators<br/><br/>Who This Is Not For<br/><br/>People who avoid difficult conversations<br/><br/>Anyone with another full-time job<br/><br/>People who struggle with deadlines or fast executionAnyone resistant to feedback and growth<br/><br/>Compensation & Benefits<br/><br/>Negotiable compensation based on experience, we are open<br/><br/>Base salary negotiable based on experience<br/><br/>Performance-based commission opportunities<br/><br/>Potential equity upside<br/><br/>#J-18808-Ljbffr
