Jerry
Senior Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Boston, Massachusetts, us, 02298
Overview
Senior Manager, Customer Operations (Inbound Virtual Contact Center) This role leads front-line agents (~50) in Insurance Operations, reporting to the Director of Insurance Operations, and partners with product, engineering, and analytics to evaluate performance data, optimize workflows, and develop performance systems to ensure we hit sales and service goals consistently. Responsibilities
Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics. Coaching & Development: Coach team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Foster a culture of recognizing high performance and addressing underperformance head-on. Operational Oversight: Own day-to-day execution of sales and/or service teams. Partner with functional leads to align priorities and translate strategic goals into weekly agent-level plans. Root Cause Problem Solving: Diagnose performance issues at their root across people, process, systems or execution, and develop action plans that improve inputs as well as outcomes. Establish proactive mechanisms to prevent recurrence. Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements. Use data and frontline insights to continuously improve how agents work and how customers experience our service. Minimum Requirements
3+ years of experience managing a similar-sized team of inbound contact center agents and team leads or supervisors in a high-volume, metric-driven environment Demonstrated ability to manage through others and hold them accountable for performance Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes Track record of driving performance by managing inputs, not just outcomes Comfort working across onshore and offshore teams, ideally in a tech-forward environment Ideal Profile
Systems thinker who thrives on creating structure and accountability Track record of elevating performance and willingness to have tough conversations Urgency, clarity, and high standards in all work Ownership mindset and proactive problem solving with data Engaged by rolling up sleeves, digging into data, and solving problems at their root Belief that feedback is a gift and a proactive seeker of feedback We appreciate your interest and application; only applicants under consideration will be contacted. Equal Employment Opportunity:
Jerry.ai is an equal opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable laws. Reasonable Accommodations:
Jerry.ai is committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact recruiting@jerry.ai The starting pay will fall within the pay range listed on this posting and may include equity. We offer a comprehensive benefits package including health, dental, and vision coverage, paid time off, paid parental leave, a 401(k) plan with employer matching, and wellness benefits. Some benefits may vary for part-time, contract, or freelance roles. About Jerry.ai
Jerry.ai is America’s first and only super app to radically simplify car ownership. We are redefining how people manage owning a car, one of their most expensive and time-consuming assets. Backed by AI and machine learning, Jerry.ai automates owning and maintaining a car while offering personalized services for car owners. We are the #1 rated and most downloaded app in our category with a 4.7 star rating and more than 5 million customers. Jerry.ai was founded in 2017 and has raised more than $240 million in financing. Join our team and help us build a revolutionary product disrupting a massive market. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Software Development Get notified about new Senior Manager Customer Operations jobs in Boston, MA.
#J-18808-Ljbffr
Senior Manager, Customer Operations (Inbound Virtual Contact Center) This role leads front-line agents (~50) in Insurance Operations, reporting to the Director of Insurance Operations, and partners with product, engineering, and analytics to evaluate performance data, optimize workflows, and develop performance systems to ensure we hit sales and service goals consistently. Responsibilities
Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics. Coaching & Development: Coach team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Foster a culture of recognizing high performance and addressing underperformance head-on. Operational Oversight: Own day-to-day execution of sales and/or service teams. Partner with functional leads to align priorities and translate strategic goals into weekly agent-level plans. Root Cause Problem Solving: Diagnose performance issues at their root across people, process, systems or execution, and develop action plans that improve inputs as well as outcomes. Establish proactive mechanisms to prevent recurrence. Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements. Use data and frontline insights to continuously improve how agents work and how customers experience our service. Minimum Requirements
3+ years of experience managing a similar-sized team of inbound contact center agents and team leads or supervisors in a high-volume, metric-driven environment Demonstrated ability to manage through others and hold them accountable for performance Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes Track record of driving performance by managing inputs, not just outcomes Comfort working across onshore and offshore teams, ideally in a tech-forward environment Ideal Profile
Systems thinker who thrives on creating structure and accountability Track record of elevating performance and willingness to have tough conversations Urgency, clarity, and high standards in all work Ownership mindset and proactive problem solving with data Engaged by rolling up sleeves, digging into data, and solving problems at their root Belief that feedback is a gift and a proactive seeker of feedback We appreciate your interest and application; only applicants under consideration will be contacted. Equal Employment Opportunity:
Jerry.ai is an equal opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable laws. Reasonable Accommodations:
Jerry.ai is committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact recruiting@jerry.ai The starting pay will fall within the pay range listed on this posting and may include equity. We offer a comprehensive benefits package including health, dental, and vision coverage, paid time off, paid parental leave, a 401(k) plan with employer matching, and wellness benefits. Some benefits may vary for part-time, contract, or freelance roles. About Jerry.ai
Jerry.ai is America’s first and only super app to radically simplify car ownership. We are redefining how people manage owning a car, one of their most expensive and time-consuming assets. Backed by AI and machine learning, Jerry.ai automates owning and maintaining a car while offering personalized services for car owners. We are the #1 rated and most downloaded app in our category with a 4.7 star rating and more than 5 million customers. Jerry.ai was founded in 2017 and has raised more than $240 million in financing. Join our team and help us build a revolutionary product disrupting a massive market. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Software Development Get notified about new Senior Manager Customer Operations jobs in Boston, MA.
#J-18808-Ljbffr