Client Operations Manager
January Ventures
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- 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
Requirements
- 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
Benefits
- Health insurance
- 401(k)
- Flexible work arrangements
- Professional development opportunities
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLdata analysisoperational metricsperformance dashboardsquality frameworksSLA implementationtechnical problem-solvingcoachingdocumentationtraining programs
Soft skills
leadershipcommunicationcollaborationcoachingaccountabilityproblem-solvingstakeholder managementcross-functional partnershipteam developmentcontinuous improvement