Jerry
Senior Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Chicago, Illinois, United States, 60290
Seniority level
Mid-Senior level Senior Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry.ai
is seeking a Senior Manager, Customer Operations to join our Insurance Operations leadership team. This is a critical leadership role responsible for driving execution across our onshore sales and service teams (approximately 50 agents). You will report to the Director of Insurance Operations and partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit our sales and service goals consistently. You thrive in a fast-paced, high-volume environment and lead through structure, accountability, and continuous improvement. This role is ideal for someone who wants to take ownership of frontline performance, maintains a high standard for results, and digs deep to solve problems at their root. 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. This is a $2T market in the U.S. We started with insurance in 2019 and have since expanded to loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240M in funding, scaled revenue 40X and grown our team to 250 across 4 countries. 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: Work with team leads to elevate the performance of every agent through structured coaching, clear feedback, and consistent expectations. Foster a culture where high performance is recognized, rewarded, and underperformance is addressed head-on. Operational Oversight: Own day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to align on priorities and translate strategic goals into weekly agent-level plans. Root Cause Problem Solving: Diagnose issues at their root—people, process, systems, or execution—and develop action plans that improve inputs, not just 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. Use data and frontline insights to continuously improve how agents work and how customers experience our service. Minimum Requirements
3+ years of experience managing a similar-sized team of inbound contact center agents and team leads or supervisors in a high-volume, metric-driven environment Proven ability to manage through others (e.g., team leads or supervisors), holding them accountable for their team’s 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 Note: Only applicants under consideration will be contacted. Jerry.ai is 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. Jerry.ai is committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact recruiting@jerry.ai The successful candidate’s starting pay will fall within the pay range listed on this job posting, determined based on job-related factors including skills, experience, qualifications, work location, and market conditions. Ranges are market-dependent and may be modified in the future. In addition to base salary, the compensation may include opportunities for equity grants. We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, paid parental leave, 401(K) plan with employer matching, and wellness benefits, among others. Equity opportunities may also be part of your total rewards package. Part-time, contract, or freelance roles may not be eligible for certain benefits. 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. We spend every day innovating and improving our AI-powered app to provide the best possible experience for our customers, from car insurance and financing to maintenance and safety. We are the #1 rated and most downloaded app in our category with a 4.7 star App Store rating, more than 5 million customers, and have raised over $240 million. Join our team and help solve real-world problems with passionate, curious, egoless people.
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Mid-Senior level Senior Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry.ai
is seeking a Senior Manager, Customer Operations to join our Insurance Operations leadership team. This is a critical leadership role responsible for driving execution across our onshore sales and service teams (approximately 50 agents). You will report to the Director of Insurance Operations and partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit our sales and service goals consistently. You thrive in a fast-paced, high-volume environment and lead through structure, accountability, and continuous improvement. This role is ideal for someone who wants to take ownership of frontline performance, maintains a high standard for results, and digs deep to solve problems at their root. 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. This is a $2T market in the U.S. We started with insurance in 2019 and have since expanded to loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240M in funding, scaled revenue 40X and grown our team to 250 across 4 countries. 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: Work with team leads to elevate the performance of every agent through structured coaching, clear feedback, and consistent expectations. Foster a culture where high performance is recognized, rewarded, and underperformance is addressed head-on. Operational Oversight: Own day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to align on priorities and translate strategic goals into weekly agent-level plans. Root Cause Problem Solving: Diagnose issues at their root—people, process, systems, or execution—and develop action plans that improve inputs, not just 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. Use data and frontline insights to continuously improve how agents work and how customers experience our service. Minimum Requirements
3+ years of experience managing a similar-sized team of inbound contact center agents and team leads or supervisors in a high-volume, metric-driven environment Proven ability to manage through others (e.g., team leads or supervisors), holding them accountable for their team’s 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 Note: Only applicants under consideration will be contacted. Jerry.ai is 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. Jerry.ai is committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact recruiting@jerry.ai The successful candidate’s starting pay will fall within the pay range listed on this job posting, determined based on job-related factors including skills, experience, qualifications, work location, and market conditions. Ranges are market-dependent and may be modified in the future. In addition to base salary, the compensation may include opportunities for equity grants. We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, paid parental leave, 401(K) plan with employer matching, and wellness benefits, among others. Equity opportunities may also be part of your total rewards package. Part-time, contract, or freelance roles may not be eligible for certain benefits. 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. We spend every day innovating and improving our AI-powered app to provide the best possible experience for our customers, from car insurance and financing to maintenance and safety. We are the #1 rated and most downloaded app in our category with a 4.7 star App Store rating, more than 5 million customers, and have raised over $240 million. Join our team and help solve real-world problems with passionate, curious, egoless people.
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