Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Palo Alto, California, United States, 94306
Overview
Manager, Customer Operations (Inbound Virtual Contact Center) role at Jerry.ai. This is a critical leadership position responsible for driving execution across onshore sales and service teams (~50 agents). You will partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit sales and service goals consistently. This role reports to the Director of Insurance Operations. Responsibilities
Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Track progress daily with team leads to ensure agents hit targets across key sales and service metrics. Coaching & Development: Lead structured coaching, provide clear feedback, and set consistent expectations to elevate agent performance. Recognize high performance and address underperformance head-on. Operational Oversight: Own day-to-day execution of sales and/or service teams; translate strategic goals into weekly agent-level plans and ensure alignment with functional leads. Root Cause Problem Solving: Diagnose performance issues at their root, and develop action plans that improve inputs, not just 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 agent workflows and customer experience. Minimum Requirements
2+ years of experience managing a similar-sized team of inbound contact center agents in a high-volume, metric-driven environment Experience managing through others (e.g., team leads or supervisors) and holding 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
A systems thinker who thrives on creating structure and accountability A track record of elevating performance and willingness to engage tough conversations Brings urgency, clarity, and high standards to work Owning your domain and proactively taking action Energized by digging into data and solving problems at their root; views feedback as a gift About Jerry.ai
Jerry.ai is building the first super app to help people optimize all aspects of owning a car. We are backed by $240M in funding, have 5M+ customers, and have scaled revenue and team across multiple countries. We are focused on insurance, financing, maintenance, safety, and other car ownership needs, powered by AI and machine learning.
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Manager, Customer Operations (Inbound Virtual Contact Center) role at Jerry.ai. This is a critical leadership position responsible for driving execution across onshore sales and service teams (~50 agents). You will partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit sales and service goals consistently. This role reports to the Director of Insurance Operations. Responsibilities
Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Track progress daily with team leads to ensure agents hit targets across key sales and service metrics. Coaching & Development: Lead structured coaching, provide clear feedback, and set consistent expectations to elevate agent performance. Recognize high performance and address underperformance head-on. Operational Oversight: Own day-to-day execution of sales and/or service teams; translate strategic goals into weekly agent-level plans and ensure alignment with functional leads. Root Cause Problem Solving: Diagnose performance issues at their root, and develop action plans that improve inputs, not just 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 agent workflows and customer experience. Minimum Requirements
2+ years of experience managing a similar-sized team of inbound contact center agents in a high-volume, metric-driven environment Experience managing through others (e.g., team leads or supervisors) and holding 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
A systems thinker who thrives on creating structure and accountability A track record of elevating performance and willingness to engage tough conversations Brings urgency, clarity, and high standards to work Owning your domain and proactively taking action Energized by digging into data and solving problems at their root; views feedback as a gift About Jerry.ai
Jerry.ai is building the first super app to help people optimize all aspects of owning a car. We are backed by $240M in funding, have 5M+ customers, and have scaled revenue and team across multiple countries. We are focused on insurance, financing, maintenance, safety, and other car ownership needs, powered by AI and machine learning.
#J-18808-Ljbffr