Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Chicago, Illinois, United States, 60290
Manager, Customer Operations (Inbound Virtual Contact Center)
Join to apply for the Manager, Customer Operations (Inbound Virtual Contact Center) role at Jerry. This is a leadership role responsible for driving execution across front-line agents and ensuring peak performance of onshore sales and service teams (approximately 50 agents). Reporting to the Director of Insurance Operations, you will partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to hit sales and service goals consistently. 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: Lead structured coaching, provide clear feedback, and set consistent expectations to raise agent 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. 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 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 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 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. We are a high-growth company backed with funding and have grown revenue and customers significantly since 2019. We are hiring passionate, curious people who love solving real-world problems and building transformative products. Jerry.ai is proud to be an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy 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. 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 the Opportunity
Jerry.ai is America’s first and only super app to simplify car ownership, integrating insurance, financing, maintenance, safety, and other services into one platform. We have amassed over 5M customers and raised substantial funding while continuing to grow.
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Join to apply for the Manager, Customer Operations (Inbound Virtual Contact Center) role at Jerry. This is a leadership role responsible for driving execution across front-line agents and ensuring peak performance of onshore sales and service teams (approximately 50 agents). Reporting to the Director of Insurance Operations, you will partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to hit sales and service goals consistently. 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: Lead structured coaching, provide clear feedback, and set consistent expectations to raise agent 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. 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 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 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 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. We are a high-growth company backed with funding and have grown revenue and customers significantly since 2019. We are hiring passionate, curious people who love solving real-world problems and building transformative products. Jerry.ai is proud to be an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy 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. 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 the Opportunity
Jerry.ai is America’s first and only super app to simplify car ownership, integrating insurance, financing, maintenance, safety, and other services into one platform. We have amassed over 5M customers and raised substantial funding while continuing to grow.
#J-18808-Ljbffr