Client Operations Manager

January • New York, NY

52d

About The Position

As our Client Operations Manager, you'll build operations as January's competitive advantage. This isn't about managing tickets — it's about transforming how enterprise clients run collections while creating operational dependencies that lock in our advantage. You'll prove that operational excellence drives revenue growth, not just cost reduction. You'll lead a team of client operations associates who handle the day-to-day technical needs of our enterprise clients. This is an exciting opportunity to develop strong performers into exceptional ones — implementing rigorous quality standards, building advanced technical capabilities, and creating the operational discipline that sets industry benchmarks for client service. This is a hands-on leadership role where you'll balance team development with operational delivery, all while partnering closely with Client Success, Implementation, and Engineering teams.

Requirements

• 3+ years managing technical operations or support teams with demonstrated success improving team performance and operational metrics
• Proven track record of developing individual contributors into higher performers and managers through coaching, structured development, and clear accountability
• Background managing client-facing operations in B2B SaaS or fintech environments where accuracy and compliance are critical
• Strong SQL skills with ability to write complex queries, investigate data discrepancies, and teach technical concepts to team members
• Experience building operational systems from scratch that scaled successfully with business growth
• Track record of implementing SLAs, quality frameworks, and operational metrics that drive measurable improvement
• Demonstrated ability to troubleshoot technical issues across multiple integrated systems
• Exceptional written and verbal communication — you can explain complex technical issues to non-technical stakeholders and write client communications that build confidence
• Strategic thinking balanced with hands-on execution — you can design long-term solutions while rolling up your sleeves to solve today's problems
• Strong prioritization skills — you thrive when everything feels urgent and can make clear trade-off decisions
• Cross-functional collaboration — you build strong relationships across teams even when priorities compete
• Comfort with ambiguity — you can create structure and clarity in undefined situations

Nice To Haves

• Experience with enterprise clients in financial services or debt management
• Knowledge of YAML, APIs, or workflow automation tools
• Previous experience scaling operations teams through process improvement versus headcount growth
• Background in early-stage or high-growth startups (Series B-D)

Responsibilities

• Build and lead a high-performing operations team — Develop your team's technical and operational capabilities through targeted coaching, clear performance standards, and structured skill development that moves associates from competent to exceptional
• Design and implement operational excellence — Create the systems, processes, and quality frameworks that ensure 100% of high-priority client requests are resolved within SLA while reducing errors by 50% or more
• Drive technical problem-solving at scale — Enable your team to independently investigate data discrepancies, troubleshoot workflow issues, and resolve complex technical challenges without constant escalation
• Strengthen cross-functional partnerships — Collaborate with Client Success Managers to align operational delivery with strategic account goals, partner with Implementation on smooth handoffs, and work with Engineering to improve tooling and reduce manual work
• Create scalable foundations for growth — Build comprehensive documentation, training programs, and operational playbooks that allow the team to handle increasing complexity and volume without proportional headcount growth
• Manage stakeholder communications during critical issues — Lead client communications during operational challenges, turning potential escalations into opportunities to demonstrate January's commitment to excellence
• Establish metrics and accountability systems — Implement KPIs and performance dashboards that make success measurable, drive continuous improvement, and ensure consistent service quality across all clients

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees