At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.
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
- 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
Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.
In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
Get to Know Klaviyo
We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.
By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
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What We Do
Klaviyo (NYSE: KVYO) is the B2C CRM. Powered by its built-in data platform and AI, Klaviyo combines marketing automation, analytics, and customer service into one unified solution, making it easy for businesses to know their customers and grow faster. Klaviyo (CLAY-vee-oh) helps over 183,000 brands like Mattel, Glossier, Daily Harvest, and Liquid Death deliver 1:1 experiences at scale, improve efficiency, and drive revenue.
Why Work With Us
We refer to our employees as ‘Klaviyos’, and we make up a diverse community united around shared values: We’re curious, collaborative, driven, innovative, fun, and fully ourselves at work. No matter which team you join, your work won’t just impact Klaviyo. It’ll help empower our customers and enable creators across the globe to own their destinies.
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