Client Operations Manager

At January, we’re rebuilding consumer finance from the ground up. By personalizing interactions and optimizing decisions across all stages of consumer credit, we’re driving superior outcomes for both consumers and creditors, and making sure that credit is fair, accessible, and personal.

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.

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.

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• 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

• 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)