Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Boston, Massachusetts, us, 02298
Overview
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. It is a $2T market in the U.S. The company started with insurance in 2019 and has since launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have amassed over 5M customers, raised $240MM in funding, scaled our revenue 40X and our team to 250 across 4 countries.
We are looking for a Manager, Customer Operations to join our Insurance Operations leadership team and ensure our front-line agents are operating at peak performance. This is a critical leadership role responsible for driving execution across our onshore sales and service teams (~50 agents). 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.
Responsibilities
Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics.
Coaching & Development: Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Help create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on.
Operational Oversight: Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to ensure alignment on 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 that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring.
Workflow & System Optimization: Work 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
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 are backed by artificial intelligence and machine learning, and we continually innovate our AI-powered app to provide the best possible experience for our customers. We offer services across car insurance and financing, maintenance and safety, and related needs. We are the #1 rated and most downloaded app in our category with a 4.7 star rating in the App Store. We have more than 5 million customers and have raised more than $240 million in financing. Join our team and help us build a revolutionary product that’s disrupting a massive market.
Jerry.ai is committed to equal employment opportunities. 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 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 and will be determined based on factors including skills, experience, qualifications, work location, and market conditions. The compensation may include opportunities for equity grants. We offer a comprehensive benefits package including health, dental, and vision coverage, paid time off, paid parental leave, a 401(K) plan with employer matching, wellness benefits, and may include equity opportunities. Part-time, contract, or freelance roles may not be eligible for certain benefits.
Job Details Senior Manager, Customer Operations (Inbound Virtual Contact Center) – Massachusetts, United States
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We are looking for a Manager, Customer Operations to join our Insurance Operations leadership team and ensure our front-line agents are operating at peak performance. This is a critical leadership role responsible for driving execution across our onshore sales and service teams (~50 agents). 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.
Responsibilities
Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics.
Coaching & Development: Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Help create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on.
Operational Oversight: Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to ensure alignment on 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 that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring.
Workflow & System Optimization: Work 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
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 are backed by artificial intelligence and machine learning, and we continually innovate our AI-powered app to provide the best possible experience for our customers. We offer services across car insurance and financing, maintenance and safety, and related needs. We are the #1 rated and most downloaded app in our category with a 4.7 star rating in the App Store. We have more than 5 million customers and have raised more than $240 million in financing. Join our team and help us build a revolutionary product that’s disrupting a massive market.
Jerry.ai is committed to equal employment opportunities. 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 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 and will be determined based on factors including skills, experience, qualifications, work location, and market conditions. The compensation may include opportunities for equity grants. We offer a comprehensive benefits package including health, dental, and vision coverage, paid time off, paid parental leave, a 401(K) plan with employer matching, wellness benefits, and may include equity opportunities. Part-time, contract, or freelance roles may not be eligible for certain benefits.
Job Details Senior Manager, Customer Operations (Inbound Virtual Contact Center) – Massachusetts, United States
#J-18808-Ljbffr