Jerry
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. We started with insurance in 2019 and have since launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have over 5M customers, raised $240M in funding, and grown our revenue and team across multiple countries.
Overview We are looking for a 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 (approximately 50 agents). You will partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit our sales and service goals consistently.
What You Will Do
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: Lead with structured coaching, clear feedback, and consistent expectations to raise performance. 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, align priorities with functional leads, and translate strategic goals into weekly agent-level plans.
Root Cause Problem Solving: Diagnose performance issues at their root and develop action plans that improve inputs as well as outcomes; establish proactive mechanisms to prevent issues from recurring.
Workflow & System Optimization: Collaborate with product and engineering to identify and implement process improvements and system enhancements using frontline data and 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
Proven 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 America’s first and only super app to radically simplify car ownership. We are redefining how people manage owning a car, one of their most expensive and time-consuming assets. Backed by artificial intelligence and machine learning, Jerry.ai automates car ownership needs—from insurance and financing to maintenance and safety—while delivering personalized services for all car owners.
We’re the #1 rated and most downloaded app in our category with a 4.7 star rating in the App Store, serving more than 5 million customers. Jerry.ai was founded in 2017 and has raised more than $240 million in financing. Join our team of passionate, curious, ego-free people who love solving real-world problems and help us build a revolutionary product in a massive market.
EEO, Accommodations, and Compensation 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 for individuals with disabilities in our job application process. If you need assistance or an accommodation, please contact recruiting@jerry.ai. The successful candidate’s starting pay will fall within the pay range listed on this posting and may include equity opportunities. We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, parental leave, a 401(k) plan with employer matching, and wellness benefits; some benefits may vary for part-time, contract, or freelance roles.
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Overview We are looking for a 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 (approximately 50 agents). You will partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit our sales and service goals consistently.
What You Will Do
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: Lead with structured coaching, clear feedback, and consistent expectations to raise performance. 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, align priorities with functional leads, and translate strategic goals into weekly agent-level plans.
Root Cause Problem Solving: Diagnose performance issues at their root and develop action plans that improve inputs as well as outcomes; establish proactive mechanisms to prevent issues from recurring.
Workflow & System Optimization: Collaborate with product and engineering to identify and implement process improvements and system enhancements using frontline data and 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
Proven 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 America’s first and only super app to radically simplify car ownership. We are redefining how people manage owning a car, one of their most expensive and time-consuming assets. Backed by artificial intelligence and machine learning, Jerry.ai automates car ownership needs—from insurance and financing to maintenance and safety—while delivering personalized services for all car owners.
We’re the #1 rated and most downloaded app in our category with a 4.7 star rating in the App Store, serving more than 5 million customers. Jerry.ai was founded in 2017 and has raised more than $240 million in financing. Join our team of passionate, curious, ego-free people who love solving real-world problems and help us build a revolutionary product in a massive market.
EEO, Accommodations, and Compensation 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 for individuals with disabilities in our job application process. If you need assistance or an accommodation, please contact recruiting@jerry.ai. The successful candidate’s starting pay will fall within the pay range listed on this posting and may include equity opportunities. We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, parental leave, a 401(k) plan with employer matching, and wellness benefits; some benefits may vary for part-time, contract, or freelance roles.
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