Jerry
Overview
Jerry.ai is building the first super app to help people optimize all aspects of owning a car – insurance, buy/sell, registration, loans, safety, repairs, parking, etc. The company has raised $240M in funding, achieved revenue growth and operates in multiple countries. This role is a Manager, Contact Center Operations within the Insurance Operations leadership team, responsible for enabling peak performance of front-line agents.
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 and ensure agents hit targets across key sales and service metrics.
Coaching & Development: Lead structured coaching, provide clear feedback, and establish consistent expectations to elevate agent performance and address underperformance.
Operational Oversight: Own day-to-day execution of sales and/or service teams, align priorities with functional leads, and translate strategic goals into weekly agent-level plans.
Root Cause Problem Solving: Diagnose performance issues at their root cause and develop action plans to improve inputs, not just outcomes; establish proactive mechanisms to prevent recurring issues.
Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements using data and frontline insights to 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
Demonstrated ability to manage through others (e.g., team leads or supervisors), 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
You are a systems thinker who thrives on creating structure and accountability
You have a track record of elevating performance and handle tough conversations
You bring urgency, clarity, and high standards to everything you do
You take full ownership of your domain and don’t wait for others to tell you what to do
You are energized by digging into data and solving problems at their root
You believe feedback is a gift and proactively seek it
We offer a comprehensive benefits package to regular employees and may include equity opportunities. This is a full-time role located in the relevant area; compensation details vary based on factors including skills, experience, location, and market conditions.
About Jerry.ai
Jerry.ai is America’s first and only super app to simplify car ownership, backed by AI/ML. We aim to disrupt a massive market by providing insurance, financing, maintenance, and other car-related services in one platform. We have over 5M customers and have raised more than $240M in funding.
Note: This description reflects the responsibilities and qualifications for the Manager, Contact Center Operations role and may be updated as the business needs evolve.
#J-18808-Ljbffr
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 and ensure agents hit targets across key sales and service metrics.
Coaching & Development: Lead structured coaching, provide clear feedback, and establish consistent expectations to elevate agent performance and address underperformance.
Operational Oversight: Own day-to-day execution of sales and/or service teams, align priorities with functional leads, and translate strategic goals into weekly agent-level plans.
Root Cause Problem Solving: Diagnose performance issues at their root cause and develop action plans to improve inputs, not just outcomes; establish proactive mechanisms to prevent recurring issues.
Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements using data and frontline insights to 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
Demonstrated ability to manage through others (e.g., team leads or supervisors), 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
You are a systems thinker who thrives on creating structure and accountability
You have a track record of elevating performance and handle tough conversations
You bring urgency, clarity, and high standards to everything you do
You take full ownership of your domain and don’t wait for others to tell you what to do
You are energized by digging into data and solving problems at their root
You believe feedback is a gift and proactively seek it
We offer a comprehensive benefits package to regular employees and may include equity opportunities. This is a full-time role located in the relevant area; compensation details vary based on factors including skills, experience, location, and market conditions.
About Jerry.ai
Jerry.ai is America’s first and only super app to simplify car ownership, backed by AI/ML. We aim to disrupt a massive market by providing insurance, financing, maintenance, and other car-related services in one platform. We have over 5M customers and have raised more than $240M in funding.
Note: This description reflects the responsibilities and qualifications for the Manager, Contact Center Operations role and may be updated as the business needs evolve.
#J-18808-Ljbffr