Service Delivery Manager – Client Success & VA Success | Full-Time | Remote Location: Remote, Philippines-based preferr

Service Delivery Manager – Client Success & VA Success | Full-Time | Remote
Location: Remote, Philippines-based
Schedule: Full-Time
Work Hours: Must have overlap with U.S. business hours
Compensation: $8–$9+ USD/hour, depending on experience
Type: Long-Term | Full-Time
Industry: VA Recruitment / Virtual Staffing Company

About the Role
We are looking for an experienced Service Delivery Manager to lead the full service delivery function for a growing VA recruitment and virtual staffing company. This role is responsible for both Client Success and VA Success. The right person will help retain clients, improve VA performance, support account growth, strengthen client relationships, coach team members, and build scalable systems for consistent service delivery. This is not a basic account management role. We need someone who can lead, coach, identify risks early, improve processes, and create a strong client and VA experience.

What You’ll Do
Client Success & Account Health
Oversee the health of existing client accounts
Proactively identify client retention risks and service delivery concerns
Strengthen relationships with key decision-makers
Support Client Success Managers with account issues, escalations, and client communication
Help uncover client operational needs and recommend solutions
Support growth, referrals, and expansion opportunities within existing accounts

VA Success & Performance Support
Oversee the performance and engagement of placed Virtual Assistants
Support pre-start onboarding, alignment sessions, coaching, and engagement checks
Identify VA performance risks early
Ensure structured coaching or recovery plans are followed
Escalate or recommend replacement when performance expectations are not being met
Help VAs understand role expectations, client needs, communication standards, and performance requirements

Team Leadership
Lead and coach Client Success and VA Success team members
Set clear expectations for follow-up, documentation, client communication, and performance management
Coach team members on handling at-risk accounts and VA performance concerns
Reinforce accountability, professionalism, and service standards
Help build a high-performing service delivery team

Documentation, Systems & Playbooks
Maintain and improve SOPs, playbooks, workflows, and team processes
Ensure account notes, health scores, attendance, evaluations, coaching notes, escalation logs, and recommendations are properly documented
Use HubSpot and internal operating systems to keep records organized
Identify gaps in current processes and recommend improvements
Create or refine training materials, templates, and documentation

Reporting & Leadership Updates
Conduct regular account and VA health reviews
Provide clear updates to leadership on client risks, VA risks, retention issues, growth opportunities, and process improvements
Track patterns across client and VA performance
Support monthly and quarterly reviews focused on what is working, what is not working, and what needs to improve
Help leadership understand where service delivery needs more structure, support, or accountability

Required Experience
Experience in client success, account management, service delivery, operations, or team leadership
Experience managing or supporting remote teams, VAs, or outsourced staff
Strong leadership and coaching skills
Experience handling client escalations, performance concerns, and retention risks
Strong written and spoken English communication
Strong documentation and follow-up habits
Ability to identify problems early and create action plans
Comfortable working with U.S.-based clients or leadership
Able to work independently and lead with accountability
Strong organizational and process improvement skills

Strongly Preferred Experience
Experience in a VA company, staffing company, outsourcing company, or service-based business
Experience leading both client-facing teams and VA/team member support functions
Healthcare, dental, orthodontic, or medical client success experience
Experience using HubSpot CRM
Experience creating SOPs, playbooks, workflows, dashboards, or training materials
Experience with client retention, account growth, referrals, or expansion opportunities
Experience coaching team members through difficult client or performance situations

What We’re Looking For

We are looking for someone who is:

Strong in leadership and coaching
Experienced in client success or service delivery
Comfortable managing both client relationships and VA performance
Proactive about identifying risks early
Organized and documentation-focused
Calm and professional during escalations
Process-minded and able to improve systems
Comfortable using CRM tools such as HubSpot
Strong in follow-through and accountability
Able to balance client satisfaction, VA support, and business outcomes

What Success Looks Like
Clients are retained and supported well
VA performance issues are identified early
Client Success and VA Success processes are more organized
Team members receive clear coaching and direction
Account risks are documented and addressed quickly
SOPs, workflows, and playbooks improve over time
Leadership has clear visibility into client health, VA health, risks, and opportunities
Existing clients generate growth, referrals, and stronger long-term relationships

To Apply

Please send:

1. A viewable link to your updated resume
2. A short paragraph describing your client success, service delivery, or account management experience
3. A short paragraph describing your experience managing or supporting VAs, remote teams, or outsourced staff
4 A list of CRM, project management, documentation, or reporting tools you have used

Subject Line: Service Delivery Manager – [Your Full Name]

We are looking for a strong service delivery leader who can manage client success, VA success, team coaching, documentation, retention, and process improvement for a growing VA recruitment company.