Director of Operations

The Director will oversee and integrate the strategic growth initiatives and operational functions of the company with the goal of positioning January to exceed $100m in revenue. This role is critical for driving business scalability, enhancing efficiency, and ensuring January’s compliance. The Director will spend time reflecting on January’s medium and long term horizon to identify high impact opportunities and bring them to life via execution through the team’s short term goals.

This role will collaborate closely with nearly every function (Sales, Account Management, Product, Eng, Compliance, Finance) to identify opportunities, define initial scope, and operationalize them quickly. By gathering these responsibilities under a single-threaded owner, we can ensure a holistic process for identification and implementations, while providing logical feedback loops between the orgs.

Key Responsibilities

• Operational Excellence
• Increase the overall efficiency of our operations by reducing bottlenecks, reducing costs, and working with product and engineering to automate workflows.
• Oversee back office operations, ensuring efficient implementation and integration processes that meet diverse client compliance requirements.
• Oversee support scaling, workflow management, and borrower operations to enhance contact center capacity, efficiency, and agent satisfaction.
• Facilitate January’s long term vision by strategically integrating multiple product lines in a way that continues to improve January’s competitive advantage. Ensure seamless integration and optimization of new products and initiatives within the existing operational framework.
• Partner with our CAO/GC to help thoughtfully scale our compliance operations. Define and oversee compliance operations, ensuring high standards are maintained while scaling processes efficiently and mitigating the risk of human error.
• Business Operations
• Identify and implement high-impact scaling and risk mitigation initiatives across the organization, with a focus on leveraging AI and other new technologies.
• Collaborate closely with sales, client success, product, and finance to align operations with the company’s overall strategy. This role would involve setting operational KPIs tied to strategic growth goals, identifying high-impact process improvements, and ensuring seamless execution across functions.
• Client Success
• Oversee the Client Success function and ensure we’re delivering an exceptional client experience. This work will involve designing scalable strategies for proactively controlling our narrative, sourcing client feedback, and mitigating churn.
• Define service expectations by client tiers, ensuring we’re thoughtful about what it costs to support clients at all levels while expanding the number of clients a single CSM can support.
  

Requirements

• 9 years of experience with 3-5 managing operations at a high growth tech company at the Series B stage and beyond.
• A deep understanding of legal/compliance, finance, product, and engineering team mandates and appreciation for how they operate. You’ll interact with these groups daily so your ability to collaborate with them is critical to your success.
• Rigorous system-thinker with a track record of building scalable operations that optimize cost and are resilient to errors. This includes implementing guards and alerts to identify potential issues.
• Comfort designing operations in heavily regulated industries, where quality assurance is paramount.
• SQL, excel modeling, and/or other similar analytics tools. While you won’t spend a ton of time writing SQL code yourself, you should be able to write some and understand it. It will likely not be sufficient if you’ve only operated off Tableau or PowerBI dashboards.
• Experience defining function strategies and executing via your reports and their teams. We’ll want to be sure you’ve set strategies beyond one year and you’ve been able to execute on those strategies through your teams.
• Clean up
• Customer-obsessed with a track record of designing an exceptional experience in client-facing or adjacent roles.
  

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, veteran status, or any other legally protected characteristic.

As a New York City-based company, we are dedicated to transparent, fair, and equitable compensation practices that reflect our commitment to fostering an environment where all team members are valued and supported. We encourage individuals from all backgrounds to apply.