Client Operations Manager

About January At January, we're rebuilding one of the most broken parts of consumer finance: what happens after someone falls behind on debt. Our autonomous, compliant collections platform works directly for creditors, using data and AI to personalize outreach and offer consumers clearer, more compassionate ways to resolve what they owe. January has serviced $20B+ in debt and engaged 20M+ consumers. Backed by Series B funding, ~100+ people working out of Nolita, NYC. About the Role As Client Operations Manager, you'll build operations as January's competitive advantage. You'll lead a team of client operations associates who handle the day-to-day technical needs of our enterprise clients — implementing rigorous quality standards, building advanced technical capabilities, and creating the operational discipline that sets industry benchmarks for client service. Key Responsibilities - Build and lead a high-performing operations team through targeted coaching, clear performance standards, and structured skill development - Design and implement operational excellence — create systems, processes, and quality frameworks that ensure 100% of high-priority client requests are resolved within SLA - Drive technical problem-solving at scale — enable your team to independently investigate data discrepancies and troubleshoot workflow issues - Strengthen cross-functional partnerships with Client Success, Implementation, and Engineering teams - Create scalable foundations for growth — build documentation, training programs, and operational playbooks - Manage stakeholder communications during critical issues - Establish metrics and accountability systems — implement KPIs and performance dashboards Requirements - 3+ years managing technical operations or support teams with demonstrated success improving team performance - Proven track record developing individual contributors into higher performers through coaching and structured development - 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 and investigate data discrepancies - Experience building operational systems from scratch that scaled successfully - Demonstrated ability to troubleshoot technical issues across multiple integrated systems Bonus Skills - Experience with enterprise clients in financial services or debt management - Knowledge of YAML, APIs, or workflow automation tools - Background in early-stage or high-growth startups (Series B–D)