Client Operations and Delivery Manager

# Client Operations and Delivery Manager ## Part Time Contractor for Growing Sales and Operations Consultancy Good Bones Company is seeking an experienced Client Operations and Delivery Manager to help organize client engagements, manage day to day delivery, build internal systems, and train our virtual assistant team. This is a part time contractor role starting at approximately 10 to 15 hours per week, with the potential to grow as the company expands. The right person will act as the operational bridge between the founder, our clients, virtual assistants, contractors, and specialists. You will help ensure that client commitments are translated into organized plans, assigned to the right people, completed on time, reviewed for quality, and communicated clearly. This is not a traditional administrative assistant position. We are looking for someone who can take ownership, create structure, exercise good judgment, and help build the operating systems that allow Good Bones to grow without sacrificing client quality. ## About Good Bones Company Good Bones Company is a growth systems and revenue operations consultancy. We help companies improve the infrastructure behind their growth, sales, business development, and client acquisition efforts. Our work may include: • Sales strategy • Lead generation • Outbound campaign development • CRM implementation and management • Pipeline design • Sales processes and playbooks • Sales team support • Recruiting and hiring systems • Reporting and dashboards • Client onboarding and operational workflows We work closely with founders, executives, and leadership teams to identify what is preventing growth and then help build and manage the systems needed to solve those problems. Good Bones is profitable and growing. We currently support several clients across different industries and are building the internal structure required to deliver consistently as the company expands. ## About the Role The Client Operations and Delivery Manager will become the central point of accountability for client delivery. You will work closely with the founder to understand each client’s goals, scope, priorities, and commitments. You will then turn those commitments into organized projects, clear responsibilities, realistic timelines, and completed deliverables. Your role is not simply to update a project management system. Your role is to make sure the work actually moves forward. You will be expected to: • Understand what each client has been promised • Identify what needs to happen next • Assign work to virtual assistants and contractors • Follow up on incomplete or delayed tasks • Review work before it reaches the client • Prepare client updates • Identify delivery risks early • Create repeatable internal processes • Reduce the founder’s day to day involvement in project coordination ## Important Context Good Bones is still formalizing its internal operating systems. You will not inherit a complete library of SOPs, training materials, project templates, or fully documented workflows. Many current processes live in the founder’s knowledge, client communications, meeting notes, existing trackers, and the way the work is already being completed. Part of your role will be to observe how the company operates, ask thoughtful questions, review existing materials, and turn that information into clear and repeatable processes. You must be comfortable entering a growing company where some processes are not yet documented. You should be able to create structure without requiring the founder to define every step for you in advance. The goal is not to build unnecessary bureaucracy. The goal is to create enough structure that Good Bones can deliver excellent work consistently without the founder personally managing every task. ## Core Responsibilities ### Client Delivery Management • Manage the day to day execution of multiple client engagements • Understand the scope, goals, deliverables, timelines, and responsibilities for each account • Translate client meetings, founder direction, and strategic plans into actionable tasks • Create and maintain clear project plans and delivery timelines • Track client commitments, approvals, deadlines, and open questions • Confirm that every deliverable has a clear owner and due date • Follow up with team members when work is delayed, incomplete, or unclear • Identify potential delivery problems before they affect the client • Escalate important risks, scope concerns, or strategic decisions to the founder • Make sure clients receive what was promised at the expected level of quality ### Virtual Assistant Management and Training Good Bones currently works with virtual assistants who support research, outreach, CRM management, data organization, documentation, and other recurring tasks. This role will be responsible for helping manage and develop the VA team. Responsibilities will include: • Assess the strengths, skills, capacity, and training needs of each VA • Help define clear roles and responsibilities for the VA team • Assign work based on skill level, availability, and client priority • Create clear instructions and definitions of completion • Train VAs on Good Bones processes, tools, client expectations, and quality standards • Review VA work and provide direct and constructive feedback • Identify recurring mistakes and determine whether they are caused by unclear instructions, insufficient training, poor process design, or performance issues • Create additional training when processes or expectations change • Help VAs become more independent and capable over time • Identify work that can be transferred from the founder to the VA team • Confirm that delegated work meets quality standards before it reaches a client • Recommend changes to VA responsibilities, workload, or staffing when necessary ### SOP Creation and Process Documentation You will help build Good Bones’ internal SOP library. This will include: • Observe how recurring work is currently completed • Interview the founder and team members to understand current workflows • Review previous deliverables, client communications, meeting notes, trackers, and project records • Document current processes before attempting to improve them • Create clear and usable SOPs for recurring tasks • Develop checklists, templates, examples, and quality control standards • Create definitions of completion so team members understand exactly what acceptable work looks like • Organize documentation so it can be easily found and used • Update SOPs as the company, clients, and team evolve • Confirm that team members are actually following the documented processes • Improve workflows when existing systems are unclear, inefficient, or overly dependent on the founder Priority SOPs may include: • Client onboarding • Client kickoff preparation • Weekly client reporting • Meeting notes and action item tracking • Lead list development • CRM updates • Outreach campaign preparation • Quality assurance • File organization • Task delegation • Client approvals • Scope change tracking • Contractor onboarding • VA onboarding and training • Client offboarding ### Client Communication • Prepare clear weekly client updates • Summarize completed work, current priorities, upcoming deadlines, risks, and open questions • Participate in selected client meetings • Document decisions, requests, and action items • Follow up with clients for information, access, materials, feedback, or approvals • Maintain professional and responsive communication • Make sure clients understand what has been completed and what will happen next • Identify client concerns early and bring them to the founder’s attention • Help maintain a consistent and organized client experience This person will not initially be expected to independently lead high level strategy conversations. The founder will continue to own major strategy, sales, pricing, and relationship decisions. ### Project and Operations Systems • Create and maintain a master view of all active client accounts • Track deliverables, deadlines, owners, client requests, approvals, and account risks • Establish a weekly internal delivery meeting • Organize client information across project management tools, Google Drive, Slack, CRM platforms, and email • Create standardized project templates where appropriate • Improve visibility into what is currently being worked on • Identify responsibilities that do not have a clear owner • Help determine the best project management and documentation structure for Good Bones • Reduce scattered information and duplicated work • Ensure that important information does not live only in the founder’s memory ### Capacity and Scope Management • Track how much time and internal capacity each client requires • Compare contracted scope with actual work being requested • Identify scope expansion before it becomes unmanageable • Flag clients or projects that require more founder involvement than expected • Help determine whether Good Bones has capacity to accept additional clients • Monitor team workload and potential staffing needs • Provide the founder with a weekly overview of client health, capacity, delivery risks, and decisions needed ### Quality Control • Review deliverables before they are shared with clients • Confirm that work is complete, accurate, organized, and aligned with the assignment • Create quality assurance checklists for recurring deliverables • Identify patterns in mistakes or incomplete work • Provide feedback and additional training when quality standards are not being met • Ensure that client facing work reflects Good Bones’ standards ## What the Founder Will Continue to Own The founder will continue to be responsible for: • Selling and closing new business • High level client strategy • Diagnosing sales, growth, and operational problems • Leading major client conversations • Approving important strategic recommendations • Maintaining key client relationships • Setting pricing and scope • Making final hiring and company direction decisions The Client Operations and Delivery Manager will help turn the founder’s strategies, commitments, and decisions into organized and completed work. ## Decision Making and Autonomy We are looking for someone who can make reasonable operational decisions independently. You will not be expected to understand every part of the business immediately. You will be expected to investigate, ask useful questions, recommend solutions, and move work forward. You should be able to determine: • What you can decide independently • What requires founder approval • What requires client clarification • What can be delegated to a VA • What should become a documented process • What represents a risk to quality, scope, timeline, or the client relationship When bringing an issue to the founder, you should provide: • A clear explanation of the issue • Relevant context • The potential impact • Your recommended next step We do not want someone who escalates every small decision without first attempting to solve it. ## Qualifications • At least three years of experience in client operations, project management, account management, agency operations, consulting delivery, or a related field • Experience managing multiple client accounts or projects simultaneously • Experience creating systems and processes in a growing or founder led company • Experience building SOPs from observation, interviews, and existing work • Experience managing, training, or developing virtual assistants, contractors, or remote team members • Strong project management and organizational skills • Excellent written and verbal communication • Strong attention to detail • Ability to turn broad ideas into clear tasks, timelines, and responsibilities • Ability to follow up consistently and hold people accountable • Comfort working through ambiguity • Ability to work directly with founders and senior business leaders • Strong judgment and problem solving skills • Ability to identify problems before they become emergencies • Ability to balance speed, quality, and practicality ## Preferred Experience Experience with any of the following is highly valuable: • Sales operations • Revenue operations • Lead generation • CRM implementation • Outbound campaigns • Sales consulting • Marketing agencies • Recruiting operations • Business development • Client services • Professional services • Offshore or international team management • Process implementation • Quality assurance Experience with platforms such as Airtable, Asana, ClickUp, Monday, Notion, HubSpot, Pipedrive, Slack, Google Workspace, Apollo, Smartlead, or similar tools is preferred. You do not need experience with every platform listed. You should be comfortable learning new tools quickly. ## Characteristics of the Right Person You may be a strong fit if: • You naturally create order when information is scattered • You notice when something has not been completed without waiting to be told • You take ownership instead of only completing assigned tasks • You ask thoughtful questions and learn quickly • You can manage details without losing sight of the larger business objective • You communicate problems early • You enjoy creating systems and improving inefficient processes • You are comfortable giving direct feedback • You can work with a fast moving founder and turn ideas into execution • You care about both the client experience and the quality of the work • You are resourceful when documentation does not already exist • You understand the difference between maintaining a task list and owning an outcome ## This Role Is Not a Fit for Someone Who • Requires complete instructions before beginning work • Is only comfortable maintaining systems that someone else has already created • Waits for the founder to identify every problem • Avoids following up with team members • Is uncomfortable giving direct feedback • Creates documentation but does not ensure the team uses it • Builds overly complicated systems that create more work than they save • Focuses on administrative activity without understanding the business objective • Escalates every small decision • Is uncomfortable working in a growing and changing environment • Wants a traditional executive assistant role • Believes project management is only updating a tracker ## First 30 Days During the first 30 days, you will focus on learning, organizing, and stabilizing current operations. Expected priorities include: • Meet with the founder to understand each active client, engagement, commitment, and concern • Review client proposals, scopes, meeting notes, communications, trackers, and deliverables • Meet with the existing VAs to understand their responsibilities, current workflows, capacity, and challenges • Create a master view of all active clients, deliverables, deadlines, owners, and open questions • Identify urgent delivery risks and unclear responsibilities • Establish a weekly internal delivery meeting • Begin preparing consistent client status updates • Document several high frequency workflows • Recommend an initial project management and documentation structure • Identify tasks that can be removed from the founder’s workload immediately The first month should prioritize visibility and stability before attempting to redesign the entire company. ## First 60 Days Within 60 days, you should: • Own day to day coordination for a defined group of client accounts • Maintain a functioning client delivery dashboard • Have documented and implemented the highest priority SOPs • Establish clearer roles and recurring responsibilities for the VAs • Be actively training and reviewing the work of the VA team • Have a process for tracking requests, approvals, deadlines, and scope changes • Reduce the number of routine operational questions requiring founder involvement • Provide the founder with a weekly summary of client health, capacity, risks, and decisions needed ## First 90 Days Within 90 days, you should: • Operate as the central point of accountability for client delivery • Maintain an organized and accessible SOP library • Ensure VAs are following documented workflows • Improve consistency and quality across recurring client work • Identify which processes can be fully delegated • Maintain clear visibility into company capacity and staffing needs • Reduce the founder’s time spent chasing updates, correcting preventable mistakes, and repeatedly explaining the same processes • Help Good Bones take on and service clients more consistently without creating operational chaos ## Role Structure This is a remote, part time contractor position. Initial commitment: 10 to 15 hours per week The first 30 days will be treated as a paid working trial. There is potential for the role to expand in hours and responsibility based on performance, client growth, and the amount of operational ownership you are able to assume. Some overlap with United States business hours is required for client communication, team coordination, and meetings. ## Compensation Expected hourly range: $35 to $45 per hour, depending on experience Please apply only if your rate falls reasonably within this range. ## How to Apply Please include the following in your application: 1. A brief introduction explaining why you are a strong fit for this role 2. An example of a founder led or growing company where you helped create structure from limited existing documentation 3. An example of an SOP, workflow, training system, or operating process you created 4. Your experience managing virtual assistants, contractors, or remote team members 5. Your experience managing multiple clients or projects simultaneously 6. The project management and CRM platforms you have used 7. Your weekly availability 8. Your hourly rate 9. Your time zone Please begin your proposal with the phrase: Good systems create good bones. This helps us confirm that you read the full posting. ## Application Questions Please answer the following questions in your proposal. ### Question 1 You join a company with several active clients, two virtual assistants, scattered project information, and very few documented SOPs. What would you do during your first two weeks? ### Question 2 A client was promised a deliverable by Friday. On Wednesday, you discover that the VA assigned to the project has not started because they were waiting for information from the client. How would you handle the situation? ### Question 3 Describe a process you created from scratch. What was the problem, what did you build, and how did you make sure the team actually followed it? ### Question 4 How do you determine whether a recurring mistake is caused by the person, the training, the instructions, or the process? ### Question 5 What does owning client delivery mean to you?