Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Dallas, Texas, United States, 75215
Job Overview
Manager, Customer Operations (Inbound Virtual Contact Center) at Jerry.ai. This role leads our Insurance Operations front-line teams, ensuring peak performance and driving execution across onshore sales and service teams (~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 achieve sales and service goals. Location: Dallas, TX. The position is full-time with compensation details listed in the job posting. Responsibilities
Performance Management: Set clear goals, enforce accountability, surface underperformance early, and track progress daily with team leads to ensure targets are hit across key sales and service metrics. Coaching & Development: Conduct structured coaching, provide clear feedback, and establish a culture where high performance is recognized and underperformance is addressed. Operational Oversight: Manage 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 to improve inputs, with proactive prevention mechanisms. Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements based on data and frontline insights. Minimum Requirements
2+ years of experience managing a similar-sized inbound contact center team in a high-volume, metric-driven environment Experience managing through others (e.g., team leads or supervisors) and 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
Systems thinker who creates structure and accountability Proven ability to elevate performance and have difficult conversations Brings urgency, clarity, and high standards to work Owns their domain and acts with initiative Dyed-in-the-wool problem-solver who digs into data and root causes Sees feedback as a gift and proactively seeks it About Jerry.ai
Jerry.ai is building the first super app to help people optimize all aspects of owning a car, including insurance, buy/sell, registration, loans, safety, repairs, and parking — a $2T market in the U.S. 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 scaled revenue 40X and our team to 250 across 4 countries. Jerry.ai is an Equal Employment Opportunity employer and is committed to providing reasonable accommodations in the job application process. We prohibit discrimination based on protected characteristics and other legally protected statuses. For accommodations, contact recruiting@jerry.ai. We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, parental leave, 401(k) with employer matching, and wellness benefits. Equity opportunities may be part of total rewards. Some roles may have different benefits eligibility.
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Manager, Customer Operations (Inbound Virtual Contact Center) at Jerry.ai. This role leads our Insurance Operations front-line teams, ensuring peak performance and driving execution across onshore sales and service teams (~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 achieve sales and service goals. Location: Dallas, TX. The position is full-time with compensation details listed in the job posting. Responsibilities
Performance Management: Set clear goals, enforce accountability, surface underperformance early, and track progress daily with team leads to ensure targets are hit across key sales and service metrics. Coaching & Development: Conduct structured coaching, provide clear feedback, and establish a culture where high performance is recognized and underperformance is addressed. Operational Oversight: Manage 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 to improve inputs, with proactive prevention mechanisms. Workflow & System Optimization: Collaborate with product and engineering to implement process improvements and system enhancements based on data and frontline insights. Minimum Requirements
2+ years of experience managing a similar-sized inbound contact center team in a high-volume, metric-driven environment Experience managing through others (e.g., team leads or supervisors) and 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
Systems thinker who creates structure and accountability Proven ability to elevate performance and have difficult conversations Brings urgency, clarity, and high standards to work Owns their domain and acts with initiative Dyed-in-the-wool problem-solver who digs into data and root causes Sees feedback as a gift and proactively seeks it About Jerry.ai
Jerry.ai is building the first super app to help people optimize all aspects of owning a car, including insurance, buy/sell, registration, loans, safety, repairs, and parking — a $2T market in the U.S. 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 scaled revenue 40X and our team to 250 across 4 countries. Jerry.ai is an Equal Employment Opportunity employer and is committed to providing reasonable accommodations in the job application process. We prohibit discrimination based on protected characteristics and other legally protected statuses. For accommodations, contact recruiting@jerry.ai. We offer a comprehensive benefits package to regular employees, including health, dental, and vision coverage, paid time off, parental leave, 401(k) with employer matching, and wellness benefits. Equity opportunities may be part of total rewards. Some roles may have different benefits eligibility.
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