Head of Coaching and Operations

Impact Clients

3d•Remote

About The Position

We're looking for a full-time Head of Fulfillment/Delivery to join our fast-growing team at Impact Clients. Our mission is simple: help everyday people launch impactful online digital product businesses that transform lives, starting with their own. If you love building teams, thrive in high-performance environments, and want to own a business unit end-to-end, keep reading. Impact Clients helps beginner entrepreneurs start or scale their digital product businesses. 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. Our mission is to reform the education system by helping 1 million+ people achieve financial freedom through online business. 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. The CEO, Richard Yu, is an online business coach with: 100K+ subscribers on YouTube → youtube.com/richardyu1, A growing personal brand on Instagram → instagram.com/richardyuzee. 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.

Requirements

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)
Track record of building systems, SOPs, and scorecards from scratch
Strong objection handling, save calls, and refund/chargeback prevention
Player mindset — willing to be in the field, not bossing people around
Extreme ownership of your department as if it were your own business
Experience with AI and SaaS tools

Nice To Haves

Natural operators who own outcomes end-to-end
Ex-founders who'd rather operate someone else's business than build another one from zero
Builders excited to help scale to 9 figures
People who stay calm in client fires and escalations
Mentors who love developing team members
Highly accountable, detail-oriented operators

Responsibilities

Lead and coach 15–30 CSMs and coaches on onboarding, retention, and renewal calls
Hire, train, promote, and fire — build middle management as the team scales
Step into refund, chargeback, and escalation situations to retain clients and protect revenue
Own KPIs around retention, renewals, and outcomes — with daily reporting
Improve scripts, processes, and SOPs for scalability
Collaborate with Sales and Marketing to solve problems at the root
Own the Coaching/Delivery Department end to end