Technical Client Operations Manager

Role Overview

• Own end-to-end operational performance across the UK B2B, B2G, and leased site client portfolio, acting as an escalation point for complex or high-value client issues.
• Independently manage senior client and partner relationships, representing JustPark's operational capability with credibility and confidence.
• Lead the delivery of High Tier (T0 & T1) client onboarding, offboarding, and ongoing operational support. Accountable for quality, speed, and client satisfaction outcomes.
• Own and drive SLA performance across the team, identifying trends, root causes, and corrective actions.
• Host and lead Commercial Team Office Hours; act as the primary operational interface between the Commercial and Operations functions, representing the team in cross functional meetings.
• Own the design, documentation, and continuous improvement of standard operating procedures across all UK operational workflows.
• Identify opportunities to automate repeatable tasks and drive efficiency, with a focus on leveraging AI tooling, from onboarding flows and tariff change management to QA and remittance processes.
• Actively contribute to the build and iteration of internal tooling, working both in parallel to and in conjunction with our Product and Engineering teams to specify, test, and roll out operational tools that reduce manual effort and improve accuracy.
• Ensure all process documentation is current, accessible, and embedded across the team.
• Own and project manage strategic operational initiatives from scoping through to delivery, including large-scale migrations, bulk onboarding programmes, and system integrations.
• Define and track project KPIs, reporting progress and outcomes to the Head of Commercial Operations and wider leadership.
• Proactively challenge existing ways of working, bringing forward data-led recommendations to improve operational performance, reduce time to onboard, and increase client satisfaction.
• Lead on the implementation and ongoing management of seasonal and event-based tariff strategies across the B2G and B2B portfolio.
• Serve as the team's deepest systems expert, confident troubleshooting platform issues at pace, without needing to defer for product questions.
• Educate and upskill clients and internal colleagues on how to get the best from JustPark's products and operational processes.
• Know when and how to escalate complex technical issues to Engineering or Product, providing well-structured briefs that accelerate resolution.
• Surface client and partner product feedback through the correct channels, acting as a credible voice of operations in product discussions.
• Provide operational direction, coaching, and constructive feedback to Associate team members, supporting their development and day-to-day performance.
• Delegate effectively, calibrating task allocation to team capacity and capability.
• Build and maintain strong cross-functional relationships with Account Management, Sales, Finance, Customer Service, Product, and Engineering, independently driving alignment where needed.
• Where required, keep in regular contact with clients, local authorities, access control partners and key enforcement partners to manage performance, resolve issues, and maintain our relationship.

Requirements

• 5+ years' experience in a client operations, client success, or technical account management role
• ideally in a fast-paced, multi-client, platform-based environment.
• Willingness to participate in a rotated weekend on-call rota
• essential for this role.
• Proven track record of owning and delivering operational or process improvement projects independently, end to end.
• Technically confident
• able to understand, explain, and troubleshoot a SaaS platform without relying on others for basic product questions; comfortable learning new systems quickly.
• Strong data literacy
• makes decisions based on data, builds and interprets operational reporting, and uses insight to drive recommendations.
• Excellent written and verbal communicator, able to engage credibly with senior clients, partners, and internal leadership.
• Demonstrated ability to design and document operational processes, with a focus on automation and scalability.
• Confident delegator with experience providing constructive feedback and supporting the development of junior colleagues.
• Self-driven, intellectually curious, and comfortable with ambiguity
• able to identify what needs to be done and act without close direction.
• Experience with Google Workspace, Microsoft Office required, Operational, CSP and CRM tooling highly desirable.
• Think like a driver
• whilst not essential, being a driver is advantageous, bringing a first-hand understanding of the driver experience informs better operational decision-making.

Benefits

Recharge your batteries

• Generous holiday policy: 25 days + bank holidays + managers can grant up to 5 extra days for high performance (total of 38 days a year)
• Free lunch on all office days via Feedr with daily meal choice
• Free snacks & drinks on all office days

Investment in you and your wellbeing

• Private Medical Insurance with Vitality
• Life assurance through YuLife
• £25 credit for eye tests per year
• Free O2 concert tickets through our partnership with the O2

Simplifying journeys so you can breathe easier

• £50 parking credit per month via JustPark
• Cycle-to-work salary sacrifice scheme
• EV salary sacrifice car scheme via Octopus Energy

We look out for your family

• Enhanced parental leave with 6-months enhanced maternity leave and 4 weeks fully-paid paternity leave
• Help finding great childcare with funded hours via Koru Kids

Look after the pennies

• Competitive pension offering with standard and salary sacrifice options

Success is best when it's shared

• Quarterly away days with the whole UK team
• Quarterly team social budget
• Social activities and celebrations on our gorgeous rooftop in King's Cross

Our Interview Process

First stage

• 30-minute virtual video interview via Google Meet with the People Team to tell you more about JustPark and the role and learn more about your experience

Second stage

• 45-minute virtual video interview via Google Meet with the Hiring Manager

Final stage

• A 1-hour final interview to meet the team and manager. We’ll ask you to come prepared with a task to present at the final interview to the panel. We’ll ask you to discuss your task approach and we’ll cover final interview questions around the role