Jerry
Senior Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Boston, Massachusetts, us, 02298
Overview
Senior Manager, Customer Operations (Inbound Virtual Contact Center) at Jerry. This role leads the front-line agents on the Insurance Operations team (about 50 agents), working with product, engineering, and analytics to optimize performance, workflows, and feedback loops to consistently hit sales and service goals. Reports to the Director of Insurance Operations. You thrive in a fast-paced, high-volume environment, value structure and accountability, and take ownership of frontline performance with a focus on root-cause problem solving. How You Will Make An Impact
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: Lead structured coaching and clear feedback to raise agent performance; foster a culture of recognition for high performance and direct handling of underperformance. 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 issues at their root across people, process, systems, or execution; develop action plans to improve inputs and prevent recurrence. Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements using frontline insights and data. Minimum Requirements
3+ years managing a similarly sized team of inbound contact center agents and team leads/supervisors in a high-volume, metrics-driven environment Experience managing through others and holding them accountable for performance Experience using data to diagnose issues and implement changes that improve 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 creates structure and accountability Track record of elevating performance and handling tough conversations Urge for urgency, clarity, and high standards Owns their domain and takes initiative Analytical and hands-on with data, solving problems at their root Sees feedback as a gift and proactively seeks it Note: We are an Equal Employment Opportunity employer. We prohibit discrimination based on protected characteristics and comply with applicable laws. We provide reasonable accommodations for individuals with disabilities in our job application process. Jerry.ai is building the first super app to help people optimize all aspects of owning a car, including insurance, financing, registration, and more. We have over 5 million customers, raised $240M in funding, and grown revenue 40X with a global team across 4 countries. About Jerry.ai
Jerry.ai is America’s first and only super app to simplify car ownership. We combine AI-powered insights with a broad suite of automotive services to deliver a comprehensive experience for car owners. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Industries
Software Development We’re using AI-powered advice to enhance candidate experience. Join our team and help solve real-world problems.
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Senior Manager, Customer Operations (Inbound Virtual Contact Center) at Jerry. This role leads the front-line agents on the Insurance Operations team (about 50 agents), working with product, engineering, and analytics to optimize performance, workflows, and feedback loops to consistently hit sales and service goals. Reports to the Director of Insurance Operations. You thrive in a fast-paced, high-volume environment, value structure and accountability, and take ownership of frontline performance with a focus on root-cause problem solving. How You Will Make An Impact
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: Lead structured coaching and clear feedback to raise agent performance; foster a culture of recognition for high performance and direct handling of underperformance. 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 issues at their root across people, process, systems, or execution; develop action plans to improve inputs and prevent recurrence. Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements using frontline insights and data. Minimum Requirements
3+ years managing a similarly sized team of inbound contact center agents and team leads/supervisors in a high-volume, metrics-driven environment Experience managing through others and holding them accountable for performance Experience using data to diagnose issues and implement changes that improve 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 creates structure and accountability Track record of elevating performance and handling tough conversations Urge for urgency, clarity, and high standards Owns their domain and takes initiative Analytical and hands-on with data, solving problems at their root Sees feedback as a gift and proactively seeks it Note: We are an Equal Employment Opportunity employer. We prohibit discrimination based on protected characteristics and comply with applicable laws. We provide reasonable accommodations for individuals with disabilities in our job application process. Jerry.ai is building the first super app to help people optimize all aspects of owning a car, including insurance, financing, registration, and more. We have over 5 million customers, raised $240M in funding, and grown revenue 40X with a global team across 4 countries. About Jerry.ai
Jerry.ai is America’s first and only super app to simplify car ownership. We combine AI-powered insights with a broad suite of automotive services to deliver a comprehensive experience for car owners. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Industries
Software Development We’re using AI-powered advice to enhance candidate experience. Join our team and help solve real-world problems.
#J-18808-Ljbffr