Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Miami, Florida, us, 33222
Overview
Manager, Customer Operations (Inbound Virtual Contact Center) at Jerry. This role leads front-line insurance operations, ensuring peak performance of onshore sales and service teams (~50 agents). About The Opportunity
We are looking for a 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 (~50 agents). Reporting to our Director of Insurance Operations, 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. You must thrive in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement. This role is ideal for someone who wants to take ownership of frontline performance, holds a high bar for results, and isn’t afraid to dig 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. 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 our revenue 40X and our team to 250 across 4 countries. How You Will Make An Impact
Performance Management: Set clear goals, enforce accountability, and create 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: Elevate agent performance through structured coaching, clear feedback, and consistent expectations. 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 with functional leads to 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 recurrence. Workflow & System Optimization: Collaborate with product and engineering to 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
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 We are equal opportunity employers. 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. 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, including insurance, financing, maintenance, safety, and more. We are backed by AI/ML and offer an AI-powered app to enhance customer experiences. We are the #1 rated app in our category, with over 5 million customers and growing. Jerry.ai was founded in 2017 and has raised more than $240 million in financing. Join our team and work with passionate, curious, egoless people who love solving real-world problems. Help us build a revolutionary product disrupting a massive market. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Industries
Software Development Referrals increase your chances of interviewing at Jerry. Get notified about new Customer Operations Manager jobs in Miami, FL.
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Manager, Customer Operations (Inbound Virtual Contact Center) at Jerry. This role leads front-line insurance operations, ensuring peak performance of onshore sales and service teams (~50 agents). About The Opportunity
We are looking for a 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 (~50 agents). Reporting to our Director of Insurance Operations, 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. You must thrive in a fast-paced, high-volume environment and can lead through structure, accountability, and continuous improvement. This role is ideal for someone who wants to take ownership of frontline performance, holds a high bar for results, and isn’t afraid to dig 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. 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 our revenue 40X and our team to 250 across 4 countries. How You Will Make An Impact
Performance Management: Set clear goals, enforce accountability, and create 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: Elevate agent performance through structured coaching, clear feedback, and consistent expectations. 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 with functional leads to 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 recurrence. Workflow & System Optimization: Collaborate with product and engineering to 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
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 We are equal opportunity employers. 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. 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, including insurance, financing, maintenance, safety, and more. We are backed by AI/ML and offer an AI-powered app to enhance customer experiences. We are the #1 rated app in our category, with over 5 million customers and growing. Jerry.ai was founded in 2017 and has raised more than $240 million in financing. Join our team and work with passionate, curious, egoless people who love solving real-world problems. Help us build a revolutionary product disrupting a massive market. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Industries
Software Development Referrals increase your chances of interviewing at Jerry. Get notified about new Customer Operations Manager jobs in Miami, FL.
#J-18808-Ljbffr