Jerry
Manager, Customer Operations (Inbound Virtual Contact Center)
Jerry, Dallas, Texas, United States, 75215
Overview
Manager, Customer Operations (Inbound Virtual Contact Center) role within Jerry.ai.
Join a high-growth, pre-IPO startup with capital, traction and runway.
Impact a large market and work with leaders and teammates from top firms and tech companies.
Be immersed in a talent-dense environment to accelerate your career growth.
Why Jerry.ai
Join a pre-IPO startup with capital, traction and runway (e.g., $240M funded; 40X revenue growth in 4 years; $2T market size).
Collaborate with leaders and teammates from McKinsey, BCG, Bain, Nvidia, GEICO, Better, and more.
Help disrupt a massive market and contribute toward a goal of a $5B business in the coming years.
Work in a talent-dense environment that accelerates career growth.
About The Opportunity 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 report to the Director of Insurance Operations and partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems to consistently hit sales and service goals.
You 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 own frontline performance, maintain a high standard for results, and diagnose 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, and parking — targeting a $2T market in the U.S. Since 2019 we have launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have grown to 5M+ customers, raised $240M in funding, and expanded to 250+ team members across 4 countries.
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. Collaborate with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics.
Coaching & Development: Work with team leads to raise 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. 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 to improve inputs, not just outcomes. Establish proactive mechanisms to prevent recurrences.
Workflow & System Optimization: Collaborate with product and engineering to identify 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) and hold 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
EEO & Accommodations Jerry.ai is 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 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.
About Jerry.ai Jerry.ai is America’s first and only super app to simplify car ownership. We are redefining how people manage owning a car, with AI-powered solutions for insurance, financing, maintenance, and more. We spend every day innovating and improving our app to provide the best possible experience for our customers.
We are backed by $240M in financing, with a growing team across multiple countries. Join our team and help solve real-world problems with passionate, curious, egoless people.
Seniority level: Mid-Senior level | Employment type: Full-time | Job function: Management | Industry: Software Development
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Manager, Customer Operations (Inbound Virtual Contact Center) role within Jerry.ai.
Join a high-growth, pre-IPO startup with capital, traction and runway.
Impact a large market and work with leaders and teammates from top firms and tech companies.
Be immersed in a talent-dense environment to accelerate your career growth.
Why Jerry.ai
Join a pre-IPO startup with capital, traction and runway (e.g., $240M funded; 40X revenue growth in 4 years; $2T market size).
Collaborate with leaders and teammates from McKinsey, BCG, Bain, Nvidia, GEICO, Better, and more.
Help disrupt a massive market and contribute toward a goal of a $5B business in the coming years.
Work in a talent-dense environment that accelerates career growth.
About The Opportunity 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 report to the Director of Insurance Operations and partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems to consistently hit sales and service goals.
You 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 own frontline performance, maintain a high standard for results, and diagnose 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, and parking — targeting a $2T market in the U.S. Since 2019 we have launched loan refinancing, driving insights, a repair marketplace, car diagnostics, and a GenAI-powered chatbot & voicebot. We have grown to 5M+ customers, raised $240M in funding, and expanded to 250+ team members across 4 countries.
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. Collaborate with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics.
Coaching & Development: Work with team leads to raise 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. 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 to improve inputs, not just outcomes. Establish proactive mechanisms to prevent recurrences.
Workflow & System Optimization: Collaborate with product and engineering to identify 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) and hold 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
EEO & Accommodations Jerry.ai is 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 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.
About Jerry.ai Jerry.ai is America’s first and only super app to simplify car ownership. We are redefining how people manage owning a car, with AI-powered solutions for insurance, financing, maintenance, and more. We spend every day innovating and improving our app to provide the best possible experience for our customers.
We are backed by $240M in financing, with a growing team across multiple countries. Join our team and help solve real-world problems with passionate, curious, egoless people.
Seniority level: Mid-Senior level | Employment type: Full-time | Job function: Management | Industry: Software Development
#J-18808-Ljbffr