January
Client Operations Manager
New York City
Sponsorship not specifiedDetected 257 days ago
SQLStrategic CommunicationsExcelProcess ImprovementLeadershipCommunicationCollaborationProblem SolvingMentoring
About the role
- This isn't about managing tickets - it's about transforming how enterprise clients run collections while creating operational dependencies that lock in our advantage.
- 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.
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
- 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
Requirements
- Experience and Leadership:
- Strong SQL skills with ability to write complex queries, investigate data discrepancies, and teach technical concepts to team members
- Demonstrated ability to troubleshoot technical issues across multiple integrated systems
Nice to have
- 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)
Skills
- Strong prioritization skills - you thrive when everything feels urgent and can make clear trade-off decisions
Compensation
- As a New York City-based company, we are dedicated to transparent, fair, and equitable compensation practices that reflect our commitment to fostering an environment where all team members are valued and supported.
Company info
- At January, we're rebuilding consumer finance from the ground up.
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