Client Operations Manager

About the role

Build and lead a high-performing operations team
Design and implement operational excellence
Drive technical problem-solving at scale
Strengthen cross-functional partnerships
Create scalable foundations for growth
Manage stakeholder communications during critical issues
Establish metrics and accountability systems

Responsibilities

• 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
• 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
• Enable your team to independently investigate data discrepancies, troubleshoot workflow issues, and resolve complex technical challenges without constant escalation
• 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
• Build comprehensive documentation, training programs, and operational playbooks that allow the team to handle increasing complexity and volume without proportional headcount growth
• Lead client communications during operational challenges, turning potential escalations into opportunities to demonstrate January's commitment to excellence
• Implement KPIs and performance dashboards that make success measurable, drive continuous improvement, and ensure consistent service quality across all clients

Requirements

Experience and Leadership: 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

Technical and Operational Excellence

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

Skills and Attributes

• 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

Bonus Points

• 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)