Jerry
Overview
Senior Manager, Contact Center Operations at Jerry. Lead frontline performance for onshore sales and service teams (~50 agents). Reporting to Director of Insurance Operations; partner with product, engineering, and analytics to evaluate performance data, optimize workflows, and develop performance systems. 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, 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; recognize high performance and address underperformance. Operational Oversight: Own day-to-day execution of sales and/or service teams; translate strategic goals into weekly agent-level plans in collaboration with functional leads. Root Cause Problem Solving: Diagnose performance issues at their root and develop action plans to improve inputs; establish proactive mechanisms to prevent recurrence. Workflow & System Optimization: Identify and implement process improvements with product and engineering; use data and frontline insights to continuously improve agent workflows and the customer experience. Minimum Requirements
3+ years of experience managing a similarly sized team of inbound contact center agents and team leads 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
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 with a focus on insurance, financing, maintenance, and related services. We have over 5M customers and have raised $240M in funding, with growth across multiple countries. About The Opportunity
We are looking for a Senior Manager, Contact Center Operations to join our Insurance Operations leadership team and ensure our front-line agents are operating at peak performance. This is a critical leadership role responsible for driving execution across our onshore sales and service teams. You will partner with product, engineering, and analytics to evaluate performance data, optimize workflows, and develop systems to hit sales and service goals consistently. This role thrives in a fast-paced, high-volume environment and requires ownership of frontline performance and a high bar for results.
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Senior Manager, Contact Center Operations at Jerry. Lead frontline performance for onshore sales and service teams (~50 agents). Reporting to Director of Insurance Operations; partner with product, engineering, and analytics to evaluate performance data, optimize workflows, and develop performance systems. 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, 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; recognize high performance and address underperformance. Operational Oversight: Own day-to-day execution of sales and/or service teams; translate strategic goals into weekly agent-level plans in collaboration with functional leads. Root Cause Problem Solving: Diagnose performance issues at their root and develop action plans to improve inputs; establish proactive mechanisms to prevent recurrence. Workflow & System Optimization: Identify and implement process improvements with product and engineering; use data and frontline insights to continuously improve agent workflows and the customer experience. Minimum Requirements
3+ years of experience managing a similarly sized team of inbound contact center agents and team leads 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
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 with a focus on insurance, financing, maintenance, and related services. We have over 5M customers and have raised $240M in funding, with growth across multiple countries. About The Opportunity
We are looking for a Senior Manager, Contact Center Operations to join our Insurance Operations leadership team and ensure our front-line agents are operating at peak performance. This is a critical leadership role responsible for driving execution across our onshore sales and service teams. You will partner with product, engineering, and analytics to evaluate performance data, optimize workflows, and develop systems to hit sales and service goals consistently. This role thrives in a fast-paced, high-volume environment and requires ownership of frontline performance and a high bar for results.
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