Director of Operations

The operations leader will oversee January’s operational functions and execute on strategic growth initiatives to enable January to scale rapidly (yet safely!) over the next several years. This role is critical for controlling costs, enhancing efficiency, and managing risk at scale. The Director will balance long-term strategic thinking with day-to-day operational leadership, identifying and leading execution of high-impact improvements to scale our business thoughtfully. 

This role will collaborate closely with nearly every function (Sales, Account Management, Product, Eng, Legal, Compliance, Finance) to identify opportunities, define initial scope, and operationalize them quickly. With sufficient visibility across the organization, the Director can facilitate a holistic approach to process improvement and implementation, creating efficient feedback loops between teams and driving alignment. As a multi-product company that interacts with both creditors and consumers, this cross-functional cohesion is critical in order to deliver innovative and user-centric solutions.

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 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. Work with cross functional leaders to diagnose bottlenecks, implement fail-safes, and anticipate future growth needs.

  • Collaborate closely with sales, 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 years 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.

  • Eagerness to get into the weeds to deeply understand a problem in order to effectively lead others to design solutions.

• Experience with SQL, excel modeling, and/or other analytics tools. Analytics skills are critical to giving you visibility into how we’re operating. While you won’t spend much time writing SQL code yourself, your teams do. You should be able to write some and understand it as a result. 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.

• Customer-obsessed with experience designing an exceptional experience in client-facing or adjacent roles. You see customers as the most valuable source of feedback to improve our products.