Jerry
Overview
We are looking for a Manager, Contact Center Operations to join our Insurance Operations leadership team. You will lead front-line agents to ensure peak performance, partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and drive sales and service goals. This role reports to the Director of Insurance Operations and oversees onshore sales and service teams (~50 agents). This position thrives in a fast-paced, high-volume environment and requires ownership of frontline performance, a high bar for results, and a problem-solving mindset to address issues at their root. Responsibilities
Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work closely with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics. Coaching & Development: Work with team leads to raise performance through structured coaching, clear feedback, and consistent expectations. Foster a culture where high performance is recognized and underperformance is addressed. 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 and prevent recurrence. Workflow & System Optimization: Collaborate with product and engineering to identify 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 Demonstrated ability to manage through others (e.g., team leads or supervisors) 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
You are a systems thinker who thrives on creating structure and accountability You have a track record of elevating performance and don’t shy away from 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 rolling up your sleeves, digging into data, and solving problems at their root You believe feedback is a gift and you proactively seek it About Jerry.ai
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 – a $2T market in the U.S. We started with insurance in 2019, and since then we’ve launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240MM in funding, scaled our revenue and our team across multiple countries. Jerry.ai is proud to be an Equal Employment 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. We provide reasonable accommodations in the job application process. For assistance, contact recruiting@jerry.ai.
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We are looking for a Manager, Contact Center Operations to join our Insurance Operations leadership team. You will lead front-line agents to ensure peak performance, partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and drive sales and service goals. This role reports to the Director of Insurance Operations and oversees onshore sales and service teams (~50 agents). This position thrives in a fast-paced, high-volume environment and requires ownership of frontline performance, a high bar for results, and a problem-solving mindset to address issues at their root. Responsibilities
Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work closely with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics. Coaching & Development: Work with team leads to raise performance through structured coaching, clear feedback, and consistent expectations. Foster a culture where high performance is recognized and underperformance is addressed. 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 and prevent recurrence. Workflow & System Optimization: Collaborate with product and engineering to identify 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 Demonstrated ability to manage through others (e.g., team leads or supervisors) 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
You are a systems thinker who thrives on creating structure and accountability You have a track record of elevating performance and don’t shy away from 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 rolling up your sleeves, digging into data, and solving problems at their root You believe feedback is a gift and you proactively seek it About Jerry.ai
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 – a $2T market in the U.S. We started with insurance in 2019, and since then we’ve launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240MM in funding, scaled our revenue and our team across multiple countries. Jerry.ai is proud to be an Equal Employment 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. We provide reasonable accommodations in the job application process. For assistance, contact recruiting@jerry.ai.
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