Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Portland, Oregon, United States, 97204
Overview
Manager, Customer Operations (Inbound Virtual Contact Center) at Jerry.ai. This role leads frontline agents and is responsible for driving execution across onshore sales and service teams (~50 agents). You will partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure sales and service goals are met 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: Coach team leads to raise agent performance through structured coaching, clear feedback, and consistent expectations. Foster a culture where high performance is recognized 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 priorities and translate strategic goals into weekly agent-level plans. Root Cause Problem Solving: Diagnose performance issues at their root—whether driven by people, process, systems, or execution—and develop action plans to 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
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 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 While we appreciate your interest and application, only applicants under consideration will be contacted. 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 local, state or federal 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, but not limited to, 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. Backed by artificial intelligence and machine learning, Jerry.ai automates car ownership tasks while providing personalized services for car owners’ needs. We spend every day innovating to provide the best possible experience for our customers across insurance, financing, maintenance, and safety. Jerry.ai has more than 5 million customers and has raised over $240 million in financing. We are building a team of passionate, curious people who enjoy solving real-world problems. Jerry.ai was founded in 2017 and is backed by investors; we are growing rapidly and striving to disrupt a massive market. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management and Manufacturing Industries
Software Development Referrals increase your chances of interviewing at Jerry by 2x Get notified about new Customer Operations Manager jobs in Portland, OR. Portland, OR $85,000.00-$100,000.00
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Manager, Customer Operations (Inbound Virtual Contact Center) at Jerry.ai. This role leads frontline agents and is responsible for driving execution across onshore sales and service teams (~50 agents). You will partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure sales and service goals are met 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: Coach team leads to raise agent performance through structured coaching, clear feedback, and consistent expectations. Foster a culture where high performance is recognized 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 priorities and translate strategic goals into weekly agent-level plans. Root Cause Problem Solving: Diagnose performance issues at their root—whether driven by people, process, systems, or execution—and develop action plans to 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
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 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 While we appreciate your interest and application, only applicants under consideration will be contacted. 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 local, state or federal 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, but not limited to, 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. Backed by artificial intelligence and machine learning, Jerry.ai automates car ownership tasks while providing personalized services for car owners’ needs. We spend every day innovating to provide the best possible experience for our customers across insurance, financing, maintenance, and safety. Jerry.ai has more than 5 million customers and has raised over $240 million in financing. We are building a team of passionate, curious people who enjoy solving real-world problems. Jerry.ai was founded in 2017 and is backed by investors; we are growing rapidly and striving to disrupt a massive market. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management and Manufacturing Industries
Software Development Referrals increase your chances of interviewing at Jerry by 2x Get notified about new Customer Operations Manager jobs in Portland, OR. Portland, OR $85,000.00-$100,000.00
#J-18808-Ljbffr