Manager, Deliverability Strategy

Klaviyo•San Francisco, CA

13d

About The Position

The Manager, Deliverability Strategy ensures day-to-day operational excellence and individual contributor development within the deliverability function while maintaining alignment with Professional Services business objectives. This role focuses on people leadership, individual development, and consistent service delivery execution of strategic initiatives defined by the Global Head. You will serve as the primary people manager for individual contributors while ensuring effective execution of deliverability services that support Professional Services business objectives. This position emphasizes people development, performance management, and service delivery excellence while building team capabilities necessary for scaling within the broader Professional Services organization. How You Will Make A Difference: People Leadership & Individual Development Provide comprehensive people management including regular coaching, performance feedback, and career development planning Conduct formal performance reviews and collaborate with Global Head on promotion recommendations and succession planning Lead onboarding programs for new team members, ensuring knowledge transfer, cultural integration, and rapid productivity Identify individual development needs and coordinate growth opportunities aligned with business requirements and career aspirations Foster collaborative team environment that promotes knowledge sharing, continuous learning, and professional growth Execute team development initiatives that align individual growth with Professional Services organizational objectives Operational Excellence & Service Delivery Coordinate across distributed team structure and multiple timezones to ensure consistent service delivery and equitable workload distribution Optimize daily workflow allocation and capacity management to ensure consistent, high-quality service delivery Implement operational processes that guarantee service quality standards, response time commitments, and customer satisfaction Monitor team productivity and proactively address performance trends before they impact client satisfaction or business outcomes Coordinate with other teams and functions to ensure clear communication, effective project handoffs, and seamless service delivery Maintain documentation of processes, procedures, and best practices to support team knowledge management and organizational learning Monitor team budget adherence and communicate resource needs/risks to Global Head Ensure operational data accuracy across capacity tracking, forecasting systems, and KPI reporting to support informed decision-making Track team contribution to service delivery excellence, customer satisfaction metrics, and Professional Services objectives Client Service & Quality Assurance Serve as escalation point for complex client and interpersonal issues, managing emotional friction professionally while ensuring rapid resolution and maintained relationships Monitor client satisfaction within assigned portfolios and address service delivery concerns proactively Conduct quality reviews of team deliverables and provide feedback that improves individual and team performance Ensure all client interactions meet professional standards and support Klaviyo's reputation for excellence in deliverability services Collaborate with Global Head on strategic account issues and service delivery improvements Support Customer Success renewal processes through team service delivery excellence and customer advocacy Ensure team participates effectively in case study development, success story documentation, and referenceability initiatives Process Improvement & Team Development Execute tactical improvements and process changes under Global Head direction, implementing with assigned resources Lead team training sessions and knowledge sharing that strengthen overall capabilities and service delivery Support strategic initiatives by providing operational execution and ensuring consistent implementation across team Monitor industry trends and best practices to ensure team knowledge remains current, relevant, and competitive Participate in cross-functional projects as subject matter expert, with timeline commitments approved by Global Head

Requirements

Strong people management experience with success developing individual contributors in technical, customer-facing roles
Solid understanding of email deliverability fundamentals, SMS compliance, and industry best practices
Basic understanding of Professional Services business model, customer success metrics, and financial accountability
Proven ability to develop team members and drive performance improvement in growth-oriented environments
Excellent organizational skills with ability to manage competing priorities, deadlines, and stakeholder expectations effectively
Strong communication and interpersonal skills with ability to provide clear feedback, facilitate collaboration, and resolve conflicts
Experience with performance management including coaching, goal setting, development planning, and review processes
Customer service orientation with focus on proactive issue resolution, client satisfaction, and long-term relationship building
Ability to make clear decisions under ambiguity, diagnose root causes quickly, and manage escalations with calm professionalism
Analytical mindset with ability to identify performance patterns, implement improvements, and measure outcomes
Bachelor's degree preferred or equivalent relevant experience in team management and deliverability/technical fields
4+ years of experience leading teams in customer-facing technical or professional services environments
5+ years of hands-on experience in email deliverability, SMS compliance, or related technical field with demonstrated expertise
Proven track record of team development, performance improvement, and service delivery excellence in growth-oriented environments
Proven experience driving renewals and expansion for recurring professional services with demonstrable impact on retention and revenue growth
Experience with process design, quality assurance, and service delivery optimization in client-facing organizations

Responsibilities

People Leadership & Individual Development Provide comprehensive people management including regular coaching, performance feedback, and career development planning
Conduct formal performance reviews and collaborate with Global Head on promotion recommendations and succession planning
Lead onboarding programs for new team members, ensuring knowledge transfer, cultural integration, and rapid productivity
Identify individual development needs and coordinate growth opportunities aligned with business requirements and career aspirations
Foster collaborative team environment that promotes knowledge sharing, continuous learning, and professional growth
Execute team development initiatives that align individual growth with Professional Services organizational objectives
Operational Excellence & Service Delivery Coordinate across distributed team structure and multiple timezones to ensure consistent service delivery and equitable workload distribution
Optimize daily workflow allocation and capacity management to ensure consistent, high-quality service delivery
Implement operational processes that guarantee service quality standards, response time commitments, and customer satisfaction
Monitor team productivity and proactively address performance trends before they impact client satisfaction or business outcomes
Coordinate with other teams and functions to ensure clear communication, effective project handoffs, and seamless service delivery
Maintain documentation of processes, procedures, and best practices to support team knowledge management and organizational learning
Monitor team budget adherence and communicate resource needs/risks to Global Head
Ensure operational data accuracy across capacity tracking, forecasting systems, and KPI reporting to support informed decision-making
Track team contribution to service delivery excellence, customer satisfaction metrics, and Professional Services objectives
Client Service & Quality Assurance Serve as escalation point for complex client and interpersonal issues, managing emotional friction professionally while ensuring rapid resolution and maintained relationships
Monitor client satisfaction within assigned portfolios and address service delivery concerns proactively
Conduct quality reviews of team deliverables and provide feedback that improves individual and team performance
Ensure all client interactions meet professional standards and support Klaviyo's reputation for excellence in deliverability services
Collaborate with Global Head on strategic account issues and service delivery improvements
Support Customer Success renewal processes through team service delivery excellence and customer advocacy
Ensure team participates effectively in case study development, success story documentation, and referenceability initiatives
Process Improvement & Team Development Execute tactical improvements and process changes under Global Head direction, implementing with assigned resources
Lead team training sessions and knowledge sharing that strengthen overall capabilities and service delivery
Support strategic initiatives by providing operational execution and ensuring consistent implementation across team
Monitor industry trends and best practices to ensure team knowledge remains current, relevant, and competitive
Participate in cross-functional projects as subject matter expert, with timeline commitments approved by Global Head