Client Operations Manager

About the role

You will architect and own the operational engine that powers January's client relationships, transforming reactive support into a strategic growth lever for both our customers and our business. In this role, you are the guardian of service quality, designing workflows that ensure every interaction meets the highest standards of accuracy and empathy. You will leverage data and human-centric design to build systems that prevent issues before they arise, rather than merely reacting to them. This position requires you to own the full lifecycle of client operations, from process design to team leadership and continuous optimization. You will translate complex business requirements into clear operational frameworks that align technology, people, and strategy. Ultimately, you will be responsible for proving that superior operations directly fuel revenue retention and expansion within the client base.

Key facts

What you'll do

Build and lead a high-performing operations team, developing associates through coaching and structured skill progression that moves them from competent to exceptional in their technical and client-facing abilities.

Design and implement operational excellence by creating systems, processes, and quality frameworks that ensure 100% resolution of high-priority client requests within SLA while driving error reduction of 50% or more across core workflows.

Drive technical problem-solving at scale, enabling your team to independently investigate data discrepancies, troubleshoot workflow issues, and resolve complex technical challenges without requiring constant escalation from leadership or engineering.

Strengthen cross-functional partnerships by collaborating closely with Client Success Managers to align operational delivery with strategic account goals, working with Implementation on seamless handoffs, and partnering with Engineering to improve tooling and eliminate unnecessary manual steps.

Create scalable foundations for growth by building comprehensive documentation, training programs, and operational playbooks that allow the team to handle increasing complexity and volume without requiring proportional headcount growth over time.

Manage stakeholder communications during critical operational issues, leading client conversations with clarity and ownership to turn potential escalations into demonstrations of January's unwavering commitment to excellence and reliability.

Establish metrics and accountability systems by implementing KPIs and performance dashboards that make success measurable, drive continuous improvement, and ensure consistent service quality across all enterprise clients in a standardized and auditable way.

Investigate and resolve intricate collections workflows by analyzing end-to-end client processes, identifying bottlenecks, and implementing procedural changes that reduce friction and improve outcomes for both clients and consumers.

Champion the integration of human empathy with technology, ensuring that automation and AI tools enhance rather than diminish the borrower experience during sensitive financial interactions.

Act as the primary point of contact for strategic clients, translating their evolving needs into operational requirements and ensuring that January's solutions adapt in real time to support their business objectives.

Requirements

You must possess a Bachelor's degree or equivalent practical experience, demonstrating a strong foundation in business operations, finance, or a related analytical field that provides the necessary context for managing complex client portfolios.

You must have 3+ years of experience managing technical operations or support teams, with a proven track record of improving team performance, operational metrics, and service quality in a high-stakes environment.

You must have experience developing individual contributors into higher performers and future managers through structured coaching, clear accountability frameworks, and consistent feedback cycles that drive measurable professional growth.

You must have a background managing client-facing operations in B2B SaaS or fintech environments where accuracy, compliance, and regulatory adherence are critical to maintaining trust and ensuring legal soundness.

You must possess strong SQL skills, including the ability to write complex queries, investigate data discrepancies, and teach technical concepts to non-technical team members in a clear and actionable manner.

You must have experience building operational systems and processes from scratch, scaling them successfully alongside business growth, and documenting them in a way that ensures continuity and consistency.

You must have a track record of implementing SLAs, quality frameworks, and operational metrics that drive measurable improvements in service delivery, client satisfaction, and team efficiency.

You must be highly proficient in tools like G Suite or Microsoft 365 and possess strong written and verbal communication skills to articulate strategy, provide feedback, and negotiate solutions with executive-level stakeholders.

Nice to have

Experience working directly with consumer credit products, collections processes, or regulatory environments related to financial services, which provides immediate context for the specific challenges January's clients face in their portfolios.

Practical notes

New York City based; relocation not supported.

Full-time engagement; standard business hours apply with flexibility for critical operational needs.

Candidates must be authorized to work in the United States without sponsorship for this role.